Outages or trouble logging in

Question

I am working with Sage50 cloud based version for accounting/hr/payroll. I can pull up the log in screen, select my product then after that it tells me either the page is not available or it's saying accounting.na.sageone.com &rsquo;s server IP address could not be found and at one point it told me that I was blocked. I have checked the outages page, sat in chat trying to get help, rebooted my pc., rebooted my server, checked the online outages for NA, etc. done all the steps one does when trouble shooting. 
 I am using an android desktop, have tried chrome as per usual, cleared my cache, etc. Then I remembered I had used an incognito browser before and I was able to log in so I have done that again and I'm in. So what is the issue? why is this happening when it literally says the only NA is Sage HR and it's only a partial one. 
 Anyone else having these issues or have had these issues in the past and care to explain what is happening? 
 TIA

Erzsi_I · Answer

Hi Beachesbaby , 
 Thanks for the detailed write-up &mdash; and good to hear you found a way back in. 
 The fact that an incognito window works while your normal Chrome session doesn't is a useful clue: it usually points to something stored in the browser &mdash; most often cookies &mdash; rather than a Sage outage. Incognito ignores all of that, which is why it lets you straight through. Clearing cache alone often won't fix it, so the key is to clear cookies specifically: 
 
 Open the Chrome menu (three dots, top right) and go to Settings , then search for "Delete browsing data." 
 In the dialog, switch to the More tab. 
 Set Time range to All time . 
 Tick Cookies and other site data (and you can include Cached images and files too). 
 Click Delete data . 
 
 You'll be signed out of sites afterward, so just log back into Sage fresh. It's also worth temporarily disabling browser extensions to see if one is interfering, and allowing pop-ups for the Sage sites in case that's affecting the login or chat windows. 
 The "blocked" message you saw is worth having Sage look at directly, since that one can relate to your account or network rather than the browser. The quickest route is chat support &mdash; through the Help option in your Sage product, or via the Resource Centre at Sage.com/Resources (select Sage Accounting Canada, or Sage HR/Payroll depending on which product the issue is with). 
 Hope that helps point you in the right direction! 
 Best regards, Erzsi

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