If your firm is having trouble logging into Neos, the issue may be related to your firewall or router. The most common symptom is a "Problem Loading Permissions" error at login, though some firms have also reported issues when loading the Party or Value tab. In some cases, the problem only appears in a specific browser like Google Chrome.
Firewalls and routers known to cause this issue include FortiGate and Watchguard, though others may be involved as well.
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Diagnose the Issue
Use the following tests to confirm whether your firewall or router is the source of the problem:
Try logging into Neos from your mobile device (not connected to Wi-Fi), or connect your computer to a mobile hotspot instead of your office network.
While working with a support agent, have them attempt to log into their test Neos account on your computer.
Whitelist Neos Endpoints
Regardless of your equipment, start by ensuring the following Neos endpoints are added to your firewall and/or router whitelist:
*.azurewebsites.net
*.azurefd.net
*.neos-cloud.com
Known Resolutions by Device
FortiGate:
The issue is typically caused by proxy-based inspection. Switching to flow-based inspection has resolved the problem for other firms.
Watchguard:
The default settings for the WebBlocker include blocking "Newly created websites" which overrides the websites configured in the WebBlocker Exceptions.
Other/Unknown Equipment:
IT providers have resolved this issue by reviewing firewall/router logs and identifying blocked IP addresses. After running IP address lookups, they confirmed the blocked IPs were Azure-owned.
To isolate the problem, IT providers disabled all packet and content inspection filters, then re-enabled them one at a time until the problematic filter was identified.