Okay, I've tried submitting a ticket with both Apptio support and my company's deskside support to no avail.  I have one user that can not get into Apptio and keeps getting a "Something Unexpected Happened" error.  I've given her access and can impersonate her to sign in with no problems.  For some reason she can't get in.  She has tried Chrome, Edge, Firefox, and Internet Explorer.  All gave her the same error.  It's obvious it's something on her end but does anyone know what the issue could be??  I am at a loss.  She has updated her browser versions and ensured she is signed in to the VPN.  As one of the main Apptio support people within my company, her support ticket was routed right back to me and I am not sure what to do.  

#ApptioPlanning(ITP/ITFMF)

I feel your pain - we have situations like this as well.  From our experience, first of all, never use Edge!   We've found Apptio is the most stable using Chrome.  Maybe have her clear her cache in Chrome, and I know this sounds obvious, but we have some plans that only Admins can see (as an example, when we do maintenance on a plan, we "version" the plan names.  Sometimes a "version" of the plan is visible to the user when they come in the next day after maintenance the night before, and the plan is the default plan selected, even though it may be in "new" status and therefore they don't have access to it, they will get an error.  They have to be reminded to use the current plan.  That's all I can think of, other than running typical network connection tests, etc.  Is she able to access other systems that require VPN?​

Yesterday, after the upgrade to CT v12.9.7, I couldn't log on to TBM Studio myself.
After some frustration and a following a hint from our great CSM—@Gulcin Menekse—I tried clearing the Chrome cache. 
As a first measure, I tried to log on in a Chrome incognito window and I got in properly.
If your user can access Apptio that way, then ask her to clear the cache.
I agree with @Carol St. Claire, I only resort to Edge as a very last resort when nothing else works, and then quickly scurry back to Chrome. 
Such is IT's Twilight Zone sometimes.
Good luck, @Chuck Krussel!​

Thank you both.  She has tried incognito and clearing her cache and it hasn't worked.  I completely agree on Edge - that was the last resort and it was the only browser working for her but now it too has stopped working.  I'm now wondering if it has something to do with her SSO/security settings so I may have to engage with those folks on my end.
Original Message:
Sent: 05-18-2021 03:06
From: Guillermo Cuadrado
Subject: User Unable to Access Apptio

Yesterday, after the upgrade to CT v12.9.7, I couldn't log on to TBM Studio myself.
After some frustration and a following a hint from our great CSM-@Gulcin Menekse-I tried clearing the Chrome cache.
As a first measure, I tried to log on in a Chrome incognito window and I got in properly.
If your user can access Apptio that way, then ask her to clear the cache.
I agree with @Carol St. Claire, I only resort to Edge as a very last resort when nothing else works, and then quickly scurry back to Chrome.
Such is IT's Twilight Zone sometimes.
Good luck, @Chuck Krussel!​

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Regards, Guillermo
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