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Troubleshoot common portal issues

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Support Library  /  Customer Support Center Guide / Getting Started and Client Accounts
Last updated 5 days ago

Summary: Use these checks for account, ticket-access, browser, and attachment problems before opening a new support request.

AudienceDSE customers and authorized contacts
Procedure4 guided sections
Checklist19 specific actions
ReviewedJuly 16, 2026
Visual walkthrough4 visual references for this procedure
DSE Support password recovery page.
Live production password recovery page captured July 11, 2026; no account information is entered.
Numbered step path for Troubleshoot common portal issues.
Mobile-readable step map matching the guided sections in this article.
Verification and closeout guide for Troubleshoot common portal issues.
Mobile-readable verification, escalation, and handoff checkpoints for this procedure.
Annotated DSE walkthrough for Troubleshoot common portal issues with three numbered red callouts.
Sanitized, production-faithful walkthrough. Follow the numbered red boxes and arrows to confirm context, complete the action, and verify the result.
01Connection diagnostic checklist
  1. Confirm the exact page address, time, device, browser name and version, and whether other websites work.
  2. Return zoom to 100 percent, reload once, and sign in again if the session expired.
  3. Try another current approved browser or a private window only to determine whether cached data is involved.
  4. Avoid repeatedly submitting a registration, reset, ticket, or reply form after a delay.
  5. Capture a redacted screenshot with the full error wording and page address, then email the verified helpdesk mailbox if the portal prevents ticket creation.
02Cannot sign in or register
  • Confirm the email address is spelled correctly and belongs to the intended client account.
  • Complete the email-verification message for a new registration.
  • Use Forgot password for an existing account instead of registering a duplicate.
  • Check spam and quarantine for verification or password-reset messages.
  • After repeated failures, pause and contact DSE rather than continuing attempts.
03Cannot find or open a ticket
  • For Check Request Status, use the original requester email and the ticket number from the confirmation message.
  • For signed-in history, confirm you are using the account that DSE associated with the request.
  • Ask DSE to verify company, site, requester, and ticket-sharing configuration when an authorized ticket is missing.
  • Do not ask another customer to forward a private ticket link.
04Page or attachment problem
  • Refresh once and retry in a current version of Chrome, Edge, Safari, or Firefox.
  • Disable aggressive content blockers for the Support Center if they suppress forms or file controls.
  • Confirm the connection is stable and the attachment is no larger than 15 MB.
  • Sign in before opening protected ticket attachments.
  • Capture the exact error and page address if the problem continues.

Content owner: DSE Service Operations · Production review: July 16, 2026

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