We have a multi-page application that is used by a significant number of external users.
Three of our users (all from the same organization) reported that after a successful login, they are presented with an infinitely spinning wheel on a white background. Essentially, our homepage never loads. This was confirmed via a screen share. During one attempt, we noticed a brief flicker where the user was presented with a view of our application folder structure (only the ones they had permissions for), which is not what they should see, but the view quickly landed on the aforementioned spinning wheel.
We cannot replicate the issue using any of our internal accounts. We have also confirmed via screen share with other external users that this issue is not universal; they are able to log in without issue.
I reviewed the users’ audit logs and can see that there were times a month ago where they were logging in, after which I can see all of the relevant queries running that would indicate they were successfully using the application. Recently, however, I see none of the queries running after a successful login event.
So far we have tried the following without success:
Using multiple browsers
Clearing browsing data
Disabling and re-enabling their accounts
Resetting their 2fa
Groups and relevant permissions confirmed to be correct
Any and all guidance would be most appreciated.