Are you having trouble logging in to the admin portal? This can occur for two reasons. Here's how to identify and solve each of these.
Possible reason 1: The browser is attempting to use credentials that do not have permission to access the portal
To see if this is the case, open the Developer Tools in your browser (press F12 in Chrome or Edge, or right click and go to Inspect). Then go to the Network Tab in Developer Tools and reload the web page (press F5 or Ctrl + R). Look for any entries for "organizations" and check the status column for them. If the status code is 403 for any of these entries, you may have this issue. Note the example in the screenshot below.
This issue happens when you are already logged in with a Microsoft account that does not have permissions to access this page. For example, a Dynamics 365 account that is not configured for Live Assist. Or it could be another kind of Microsoft account, such as an outlook.com or Office 365 account.
The administration portal does not have the ability to select which logged in Microsoft account is used if multiple accounts are logged in. Instead, it selects the default account that has a live session.
Resolution
You have two options to resolve this problem.
- Log out of all Microsoft accounts, close any browser windows open to any Microsoft site, and then clear your browser cache. Then restart your browser and attempt to go to the admin portal again. This time you should be presented with a log in page. Use Dynamics 365 credentials that have the Live Assist administrator permission.
- Open an Incognito browser window. Then go to the admin portal, which should present you with a log in page. Use Dynamics 365 credentials that have the Live Assist administrator permission.
Possible reason 2. Your URL is pointing is pointing at an Expired Live Assist Account ID
To see if this is the case, first check your URL to see if it has an Organization ID in it. If so, open the Developer Tools in your browser (press F12 in Chrome or Edge, or right click and go to Inspect). Then go to the Console tab in Developer Tools and reload the web page (press F5 or Ctrl + R). Look for any errors. If you have one similar to the text below, you have this issue.
EXCEPTION: Uncaught (in promise): Error: Cannot match any routes:
'df5babdb-7480-4272-b925-8b9479b92157/f448e060-3702-4e2f-b2d4-39d697b22cda'
This means you are trying to login using a URL pointing to a CRM instance with an expired Live Assist account. This most often happens when the browser has cached URLs for now expired test accounts.
Resolution
Remove the text in the URL to the right of liveassistfor365.com/portal/ and then try to log back. This should resolve the issue. Clearing the browser cache will stop the wrong URL from being used again.