This guide has been produced to show Alastri Products Users how to resolve the unsuccessful log in attempts.
Steps:
1. On the Hub Login interface, Select Options and then select Clear Cache.
2. Attempt to Log into the Hub
If still unable to connect this usually indicates that the user's connection is blocked and will require intervention by IT.
3. To try and resolve this the user will need to ask IT to add https://downloads.alastri.com/ and https://licensing.alastri.com.au/ to their URL whitelist. However, we recommend admins whitelist https://alastri.com.au/
4. Virus scanners will also need to allow Alastri access to the following address: C:\Users\username\AppData\Local\Alastri Hub.
5. Try access the following link: https://downloads.alastri.com/media/rr/background.jpg. The user should see an image of an open pit operation if access is granted
6. Repeat Steps 1-2.
If the user's Company requires the use of an optional Proxy, try the following steps:
7. If the user uses a proxy, they will need to enter the details provided by their company.
8. On the Hub Login interface, Select Options and then select Proxy Setting.
9. Enter the company Proxy details.
10. Repeat steps 1-2.
11. If IT team use an auto proxy and login to the Hub is still unsuccessful, ask the IT team to try a specific proxy for your machine.
12. Repeat Steps 1-2
If all the above steps fail to resolve your log in attempts:
13. Open File Explorer.
14. In the file path, type the following %localappdata%
15. Select 'Alastri Hub' Folder
16. Copy all of the hub*.log files
17. Contact alastrisupport@micromine.com and include the copied log files.
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