This Account Is Not Accessible from Your Current Location

Overview

Several of the enterprises associated with ResponseTek have implemented whitelisting as a security measure to prevent users from accessing the application from unauthorized locations. In this scenario, when a user attempts to access the ResponseTek portal from a non-whitelisted location, our system will display a message like the one below:

Message: This account is not accessible from your current location.

This article provides the checklist to troubleshoot and resolve the above issue.

Solution

If you receive the above message, please do the following check:

1. Are you connecting from your Office Network?

   1. If you are the only one having a problem accessing the ResponseTek reporting portal: consult with your company IT team at your company as your computer might not be accessing the internet through the correct Gateway/proxy. If they found a problem, they have the necessary knowledge and clearance to troubleshoot the issue directly with us.

   2. If multiple/all users are having problems accessing the ResponseTek reporting portal: consult with your company IT team or the program manager and report the situation ASAP. Most likely the IP on your office gateway has changed. They will be able to contact us and provide the necessary information.

2. Are you connecting using a VPN?

   1. If you are having problems connecting through the VPN access: consult with your company IT team since they can make the appropriate checks on your VPN connection.

   2. If you are not using a VPN at all times: if you use a VPN to connect to your Office, most likely you might require to use it to connect to the ResponseTek reporting portal. Make sure you are accessing the portal through the VPN.

3. Are you not using a VPN?

   • You should contact your IT Team or the program manager at your company to consult about this situation, as some locations are granted individual whitelisting. They will get in touch with us to troubleshoot the issue.

4. Are you traveling/using multiple locations without VPN access to access the application?

   • You should contact your IT Team or the program manager to report the situation. They will contact us with the exact request.

Only authorized contacts are allowed to request whitelist changes. Please refer to them whenever you feel the need for a whitelisting exemption. 

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Related Articles

• How to Whitelist an IP Address

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