Troubleshoot B2C Directory Access

If you encounter difficulty accessing the B2C Directory tenant, please try the following initial troubleshooting steps: 

1. Click skip authentication to gain access.
2. Try in different web browser or private window. If the experience is better in the new browser, then you may have to clear cache and cookies to see if that helps.  

Below are a set of troubleshooting steps if the problem persists.  

If the issue still persist , kindly share their ID and share at least two trace files of two users so that we can investigate internally. 

To generate the HAR file for Edge

1. Browse to the URL where you are seeing the issue.
2. Navigate to Developer tools (use F12 as a shortcut) and select the “Network” tab.
3. Refresh the page to start capturing the traffic between the browser to the server, or click on a link with which you are seeing the issue. The aim is to reproduce the issue and capture the output.
4. Click on “Export as HAR” followed by Save As… to save the HAR file.

5. Provide this .har file to engineer troubleshooting your issue via uploading to secure DTM link provided by support engineer

How to capture a Fiddler trace

1. Download Fiddler from Fiddler download site  and install it.
2. Run Fiddler and go to Tools -> Fiddler Options.
3. On the HTTPS page, verify that Capture HTTPS Connects is enabled.
4. Verify that Decrypt HTTPS traffic is enabled with the …from all processes option.

5. NOTE: If you are in a Federated environment, please also check Rules -> Automatically Authenticate.
6. In the very bottom left of the Fiddler application, ensure that you see “Capturing” displayed indicating that Fiddler is capturing traffic.

7. If Fiddler is not capturing. Choose File -> Capture Traffic (Or press F12)

8. Minimize Fiddler to tray.
9. Replicate the reported issue.
10. Once Complete, you can stop capturing by selecting File -> Capture Traffic again or pressing F12
11. Make sure to remove any password by completing the following:
12. Select a frame
13. CTRL+F – search for the password
14. All highlighted frames must be investigated
15. Press F2 on a highlighted frame to unlock for editing and delete the passwords
16. Go to File menu and click Save, choose All Sessions and save the trace as a .saz file

17. Save .SAZ file locally and then provide this .SAZ to engineer troubleshooting your issue via uploading to secure DTM link provided by support engineer
18. Once complete, Fiddler can be uninstalled from Windows Control Panel \ Programs and Features \ Uninstall “Progress Telerik Fiddler”

The secured internal link where you can upload the file is below:

File Transfer - Case 2208090040007576

Attachments (5)

68e76e20923f....png
34.5 KB

68e76e20923f....png
20.5 KB

68e76e20923f....png
3.94 KB

68e76e20923f....png
9.79 KB

68e76e20923f....png
15.8 KB