📖 Troubleshooting

Troubleshooting: Most Common Issues When Signing up into Brella

Learn how to overcome any inconvenience while joining Brella.

To be covered: 

Intro

Whether you're an admin, a sponsor, or are attending an event or community, login issues can prevent you from accessing Brella as intended.

Below, we'll go over some common issues experienced, as well as how to solve them. 

❌  ISSUE 1 - Errors when creating an account or logging to Brella:

  • "Authentication required,"
  • "Email cannot be empty/Email can't be blank,"
  • "Link expired,"
  • "Verification needed," or "User Access Denied."

If you see any of these error messages above when creating an account or trying to login to Brella for the first time, it means the session expired for some reason. To fix that, scroll down to the bottom of the page and click on "Cancel".

After that, restart the session by inputting your email and following the steps to create your account successfully.


   

 

❌ ISSUE 2: "The login process is in a loop"

  • First, try to open the magic link on another window.

  • If the issue persists, retry to open the app on another browser. If the issue persists, give it some time as there might be some traffic overload.
  • Also, if this is your first time logging into Brella, this could be a sign that you have a strong corporate firewall that will require you to add our domains.
    • Enterprise or business-owned emails usually have corporate firewall/spam filters that delay the login emails or block Brella emails completely, unfortunately. In case of this issue, we recommend you contact your IT team and request to list our domains *@brella.io and *@trymagic.com.
    • Public email domains (such as @gmail.com, @yahoo.com)*, add the bellow to your email contacts list, then re-request a login email if needed noreply@brella.io and noreply@trymagic.com.

 

❌ ISSUE 3: "Internal server error."

This type of issue is unusual and usually is related to robust corporate firewall setups.

If you get this issue, try the following:

  1. First, try to log in on another browser or another device, do you get the same issue? 
    • If not, great!
    • If yes (1),
      • Try logging in with another Sign-in method OR try to disable Adblockers and Autofill extensions temporarily to test whether you can join Brella.
      • If the issue persists, I suggest closing the page and retrying the process in a few minutes.
    • If yes (2),
      • To help you further, we'd kindly ask you to allow list our domains on your computer. Please follow the steps to the email you used to log in to Brella.
      • Enterprise or business-owned emails usually have corporate firewall/spam filters that delay the login emails or block Brella emails completely, unfortunately. In case you have this sort of issue, we recommend you contact your IT team and request to list our domains *@brella.io and *@trymagic.com.
      • Public or personal email domains (such as @gmail.com, @yahoo.com)*, add the bellow to your email contacts list, then re-request a login email if needed noreply@brella.io and noreply@trymagic.com.
  2. 💡 Adding our domains to your computer would fix the issue immediately.

🚨 If the steps above didn't work, please reach out to us AND answer the questions below; we'll get back to you as soon as possible.

  • When does the issue happen? After clicking the Login button using Sign in with Brella or the button “Log in to Brella” on the magic link?
  • Which email did you use? (business or personal) 
  • Which browser are you using? (Chrome, Edge, Opera, Firefox, etc)
  • What type of device are you using? (laptop or mobile, work- or personal-issued device)
  • Do you have VPNs, Adblockers, or Autofill extensions in use? Yes or No
  • Send us a screenshot of your console view -> How to screenshot your developer console to help your further

 

Which browser are you using?

Brella works excellently on all modern browsers such as Google Chrome, Mozilla Firefox, Safari, Edge, and the Brella mobile app. However, it works best with Google Chrome.
  • Web app: next.brella.io.
  • Mobile app: Downloadable in App Store and Google Play Store.  Brella is also available as a mobile app for both iOS and Android. The only requirement is that you must have at least Android 6.0 or iOS 9.0.

What type of device are you using? (work- or personal laptop or mobile)

  • If it's a company device and network (pc/laptop and internet connection), ask your company's IT team to allow list our domain:
    • next.brella.io
  • If it's a personal device and network (such as own computer or home internet connection), we suggest editing the browser settings to allow Brella, preferably using Google Chrome:
    1. Click the three horizontal lines icon on the far right of the Address bar.                           ðŸ‘‡
    2. Click on Settings, scroll to the bottom and click the Show Advanced Settings link.
    3. Click on Change proxy settings.
    4. Click the Security tab > Trusted Sites icon, then click Sites.
    5. Enter the URL of your Trusted Site, then click Add.
    6. Click Close > OK.

Do you have VPNs, Adblockers, or Autofill extensions in use?

Suppose the above steps did not fix the access issues on your laptop. In that case, this could be due to more complex firewall setups, and we do not encourage any participant to deactivate such settings on your personal device or network. It could put at risk your device and data. 

Therefore, we insist you to ask your IT team to allow list our domains or opt in on using a personal device or email for the event.

Recommended Operating Systems to use Brella:

Apple macOS, Microsoft Windows, and Google's Android OS.

           

A workaround is to opt for a personal device

While your IT team can allowlist our domains, we invite you to create your account and access the event through a personal device so you can access the event in time.

Web App

Mobile App

You can use the web app on your computer browser or tablet/iPad/phone browser.

You can use the mobile app on your smartphone and iPad, or tablet.

1. Go to next.brella.io or use the join link you received from the organizers found on the event registration email.

1. Download the Brella App from the App Store or Google Play. Ensure to have at least versions Android v 6.0+ or iOS 9.0+.

2. Input your email. Brella will verify whether you have an account or not. If you don't have an account yet, please create one following these steps.

2. Input your email. Brella will verify whether you have an account or not. If you don't have an account yet, please create one following these steps.

 


How to screenshot your developer console to help your further

Having a view of your developer console history, it'd help us pinpoint the issue faster. Please share your developer console view by following these steps:

  1. Visit Brella (next.brella.io, sponsor.brella.io, manager.brella.io) and log in again using Chrome. (from a computer rather than a phone)
  2. Open up the developer console (right-click the screen --> click "inspect" --> click the "console" tab.
  3. Attempt to log in with your email.
  4. Assuming the error occurs right away, "Internal server error," we'd like to see a screenshot of any errors from the developer console (example screenshot below)
  5. (This step would be nice to have if it's not asking too much) Again, if the error occurs, navigate to the Network tab and click any red lines indicating errors --> share a screenshot of the Headers and Preview sections (example screenshot below).

❗If the issue you encountered is related to the join code, please go to this article: My join code doesn't work. What should I do?

💡Tip: Remember that Brella is also available on mobile


Last updated in September 2022. 

Stephanie-rounded

Written by Stephanie Campano Valenzuela.

If you didn't find an answer to your questions, please get in touch with the Support Team here.