This article is for all users, Disclosers and Requesters of the CDP Portal and provides tips for troubleshooting access issues. Please look through and attempt the steps below, then if you are still having issues, please contact CDP for more support.
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When signing in to your CDP Portal account, you may encounter one of the following access issues. Access issues can be caused by a number of factors such as firewalls, ad blockers, VPNs, proxy whitelists, network protection systems, security filters and more.
You may encounter the following access errors:
- Something went wrong. Try again.
- Network request failed. No data available. Try again later.
- Common.nav.header.error.
If you encounter one of the errors previously mentioned, please try the following suggestions to enable your access to our Portal.
- Speak to your IT team to check for blockers on the network/whitelist our domains.
Your organization’s IT setup could be preventing the Portal from loading correctly. It may prevent the Portal from accessing related services. Contact your IT team and ask them to investigate further.
We recommend whitelisting the following domains in your firewall and/or other relevant network protection systems:
| URL | Description of what is held on URL |
| identity.cdp.net | Azure B2C Identity Management |
| myportal.cdp.net | The production URL of the Portal |
| api-prd.cdpgreenstar.net | The production URL of the backend API |
| cdn.cookielaw.org | OneTrust Cookie Consent |
| ota.eu.phrase.com | Translation |
| cdn.phraseapp.com | Translation |
| devcycle.com | Feature flag implementation |
| Ideally, they should also add '*.cdp.net' and '*.cdpgreenstar.net' | Core URLs for CDP Portals |
| globaliris.com | Payment provider |
We also recommend getting the following email addresses whitelisted so that you can access verification links and reset passwords:
- msonlineservicesteam@microsoftonline.com – Emails that come from Azure.
- mail@cdp.net – Activation mails come from this email address.
- Conduct a hard refresh of your browser
You can find instructions online about how to do this for Chrome, Firefox, Edge, and other browsers, on Mac or PC. Normally, you’ll need to hold down Ctrl and click the Reload button or hold down Ctrl and press F5. This will force your browser to load the site from the server, rather than the cache.
- Ensure ad blockers are turned off in your browser and elsewhere in your operating system
You can find instructions online about how to do this for various browsers such as Chrome, Firefox, Edge and others, on Mac or PC.
- Disable or turn off your work VPN on your computer
If you have enabled a VPN on your computer, disable or turn it off temporarily on your computer and attempt to sign in to your account again.
If the following troubleshooting suggestions have not worked, please contact our support team though My Support. When raising a case, please ensure you choose the category ‘I have a technical issue’ and subcategory ‘I cannot access my organization’s account’ to ensure your case goes to the right team.
- Allow popups for our site
Follow the below steps to Enable or Disable pop-ups in:
Microsoft Edge®
- Click the three dots (•••) button at the top right of your browser.
- Click ‘Settings’.
- Click ‘Cookies and site permissions’.
- Click ‘Pop-up permissions’, this will open the ‘Pop-ups and redirects’ page. Here, add our website to the allow section.
Note: the Portal may work better for users by opening a private browsing window using Microsoft Edge.
Firefox
- Select ‘Settings’.
- Click ‘Privacy & Security’ located on the left side.
- Select ‘Block pop-up windows’ below the Permissions section.
- To allow pop-ups for all sites, clear the check box for ‘Block pop-up windows’.
Chrome
- Open Chrome.
- At the top right of your browser, click the three dots (
).
- Click ‘Settings’.
- Under ‘Privacy and security’, click ‘Site settings’.
- Click ‘Pop-ups and redirects’ in the ‘Content’ section.
- To Enable Pop-ups, select ‘Sites can send pop-ups and use redirects’.
- To Disable Pop-ups, select ‘Don't allow sites to send pop-ups or use redirects’.
Re-submitting your questionnaire setup
You may also need to resubmit the questionnaire set up for a number of reasons. For example, if you have been requested by additional Requesters following your questionnaire set up submission.
Note: resubmitting your questionnaire set up will not lead to data loss in your questionnaire response input.
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If you have not found the answer you were looking for, please contact our support team through My Support. You will need to be signed in to access this.
If you are a new user, you can register here. Once you are signed in, please return to the Help Center via the link at the top of the page.