Troubleshooting access issues with IBM Call Home Connect Cloud

Troubleshooting access issues with IBM Call Home Connect Cloud

IBM Call Home Connect Cloud (CHCC) is IBM’s web application that allows IBM hardware clients to view and monitor key status indicators about their Call Home-enabled IBM hardware assets. Some clients find they cannot access CHCC successfully. This can be due to a variety of factors. 

Please follow the steps below to troubleshoot and resolve the problem.

    1. If you are able to load that page, scroll to the bottom of the page, check the radio button to agree to the terms and conditions for all your assets, and click the “Submit” button.
    2. Now you should see the Call Home Connect Cloud Home page. If you do not see it, try to access the home page by entering this URL directly into your browser's address bar: https://www.ibm.com/support/call-home-connect/cloud.
  2. If you are using a VPN, or if you connect to the Internet via your organization's proxy server or a “portal” site, disconnect the VPN or bypass the proxy/portal (if possible) and try to access our web site again. (If this works, see the information in step 6.)
  3. If you are on-site at your organization, try to access Call Home Connect Cloud from outside your organization’s network (for instance, at a public library, café, or at home). (If this works, see the information in step 6.)
    • If that doesn't work and you're using your work computer, try accessing Call Home Connect Cloud from your personal computer or mobile phone, on a mobile or wifi network outside of work. (If this works, see the information in step 6.)
  4. Are any of your colleagues at the same work location able to access our web site? If so, the problem is likely within your computer or browser. Please contact your organization's IT help desk for assistance.
  5. Try clearing your browser’s data for our site:
    • If you are using Google Chrome or Microsoft Edge (or another Chromium-based browser):
      1. Press F12 to open the browser’s Developer Tools.
      2. Click on the “Application” tab in the Developer Tools panel or window. (Note that it may be hidden under the “More tabs” [>>] menu.)
        The Chrome browser’s Developer tools panel, showing the “More tabs” menu open and the “Application” item highlighted. (Microsoft Edge is similar.)
      3. On the left-hand pane, find and click on the item labelled “Storage”.
        1. Ensure the following checkboxes are checked:
          • “Unregister service workers”
          • “Local and session storage”
          • “IndexedDB”
          • “Web SQL”
          • “Cache storage”
        2. Then click the “Clear site data” button and reload the web page. (Note that you may be prompted to sign in again.)
          The Chrome browser’s “Clear site data” dialog box. (Microsoft Edge is similar.)
    • If you are using Firefox: Click on the lock icon in the address bar, then click “Clear cookies and site data”. When the popup appears, click the “Remove” button.
      The Firefox browser’s “Site Information” menu.
      The Firefox browser’s “Removing Cookies and Site Data” dialog box.
    • If your browser is not listed above, search the Internet for “<your browser’s name> clear site data”, and follow the instructions you find.

  6. If the problem is resolved by accessing Call Home Connect Cloud outside of your organization’s network or by using your personal device, then it is likely your organization’s network, or security software on your work computer, is blocking access to IBM’s cloud database servers. The Call Home Connect Cloud web site is hosted on “www.ibm.com” while our application database is hosted on  “*.cloudantnosql.appdomain.cloud”, which is IBM’s cloud database hosting service. The “cloudantnosql.appdomain.cloud” domain is owned by IBM, and you can verify this ownership by visiting the “whois” database.

    Please ask your organization’s IT security team to review the information above and modify any applicable security settings to allow access to the “*.cloudantnosql.appdomain.cloud” domain. (Note the wildcard at the beginning of the domain name. Your organization database may be served from various servers in that domain.)

  7. If none of the steps above resolved the problem, or if you have any questions about our recommended solution, please contact us by email. We will gladly meet with your team to address any concerns you have, or to perform more directed troubleshooting

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