Incident

Persistent loading screen when logging into the Drawboard Projects web app

Resolved | Jul 31, 2020 | 09:00 GMT+10:00

Short-term fix: You can resolve the issue by clearing your browser cookies. Steps are detailed here: Clearing cookies in the Web app

More information:
We recently released an improvement in our web app to improve the overall security of the platform. This has to do with how the app silently re-authenticates you after your initial login expires, greatly reducing the risk of external access to your account.

If you are experiencing a persistent loading screen in the Projects web app, it means that the mechanism by which we previously validated your login has become invalid in the transition. In error, the user interface did not recognize that it needs to take you back to the login screen in such a situation.
We are currently rolling out a fix for this issue which will take you to the login screen where you will be able to login successfully. From there, the new silent re-authentication method will work as intended.

In the mean time, you can resolve the issue by clearing your browser cookies. Steps here: Clearing cookies in the Web app

In case you are unable to click on the link above, copy paste the url below to your browser's address bar
https://support.drawboard.com/hc/en-us/articles/360001679796

Thank you for your patience and we apologize for this disruption to your work.

Bobby Alexander
Head of Engineering

Affected components

  • Drawboard Projects Apps : Drawboard Projects Web App

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