Support Center

ILTA Support Center

Here are the most common problems that can occur in our environment
There is a problem that is occurring at the Salesforce level where an organization could potentially be using a security software for email that will scan and potentially “pre-detonate” email links before delivering to the inbox of the recipient.

You can see this by hovering over your reset link in your email and seeing a reference to “safelinks”, “TAP”, “defense”, or some other domain not referencing iltanet.org, salesforce.com or site.com


NEXT STEPS
In the interim, contact support@iltanet.org and request a hard password reset. Include your username, email, and company name

Pass this knowledge base article to your email administrator for assistance in Office365 regarding this issue.
Two things are potentially possible:

Incorrect password was used 5 times in a row.

Unusual activity detected. This could be an attempt from a very different location as you have previously logged in or a VPN was unintentionally used.


NEXT STEPS
Wait for the 15 minute lockout window to pass.

Contact support@iltanet.org for an unlock.
Three things are potentially possible:

If this account is used by multiple members of your organization to purchase items, there is potential that the name for billing was adjusted for a particular order that was made to comply with invoicing.

The information in your account is our last known information about you.

A real error has occurred and you are seeing information not related to you.


NEXT STEPS
Contact support@iltanet.org to assist with any of the following: account transfers, name changes, job status change, wrong information displayed. Include your username and, if possible, a screenshot of the information you are seeing.
Two issues are potentially possible:

You are not logged into your account and we are unable to read your correct pricing.

You are logged in and pricing is still incorrect? There is a misalignment in our platform that needs to be reviewed.


NEXT STEPS
If it's the latter, please contact support@iltanet.org and have the following information ready: account login username, order number or URL/link, if possible, otherwise, a brief description of the order contents.
There are some potential issues:

Your account was inactive for more than 2 years and for data protection, we have frozen your account.
Contact support@iltanet.org with your username, company name and email.

The email affiliated with your account has bounced or is returning a non-delivery on outbound emails.
Contact support@iltanet.org with your username, company name and email.

Your password was last changed before January 1st 2023, and more than 90 days ago and needs to be reset.
Contact support@iltanet.org with your username, company name and email.

Your password was last changed after January 1st 2023, and more than 180 days ago and needs to be reset.
Contact support@iltanet.org with your username, company name and email.

Your account has been locked due to multiple attempts using a bad password or an unrecognized new location.
Review the options available in the section I am receiving a notification that my account has been locked out.

You may have problems logging in to Salesforce if your web browser blocks Salesforce cookies.
Make sure your web browser cookie settings allow cookies from http://salesforce.com, https://salesforce.com, and https://ilta2.my.site.com/. If your browser allows cookies but you still can't log in, clear your cache and cookies before trying again. If a continued issue occurs, contact support@iltanet.org with your username, company name and email.

You are attempting to access the site from a bookmark that is stale.
The site is optimized to be accessed directly from https://www.iltanet.org/. Any other bookmarks are discouraged.
There are four potential issues:

The email associated with your account doesn’t match your current email.
You will need to contact support@iltanet.org with your username, company name and email.

The email is potentially being stopped by a spam filter or is being listed as other.
Please add noreply@salesforce.com and noreply@iltanet.org to your allow list to ensure proper delivery.

Your organization might have an email filter system that doesn’t currently have our domain configured.
Please allow communication from @salesforce.com and @iltanet.org domain. For added compatibility, add the IP addresses for our email relays listed below to your allow list.

You currently have a rule in place on your email that is interfering with your visibility to this email.
Please check for any emails coming from noreply@salesforce.com or noreply@iltanet.org or for any emails with the subject containing “Your new ILTA Connect password”


NEXT STEPS
The following email relay IP addresses can be added to your organizational email security layer to ensure proper transmission:
13.110.78.177
13.110.78.178
13.110.78.179
13.110.78.180
13.110.78.181
13.110.78.182
13.110.78.183
13.110.78.184
13.110.78.185
13.110.78.186
13.110.78.187
13.110.78.188
13.110.78.189
13.110.78.190
13.110.78.191

Contact support@iltanet.org for added assistance. We are able to provide a delivery report and let you know what we see from our side, on your behalf.
There are two potential issues:

You are not currently logged into the website using your member account

Your account has been misaligned on the backend. This could potentially happen if your account has had a status change recently.


NEXT STEPS
Contact support@iltanet.org with your company name, username, and email.
There are nine potential issues:

You are not logged into your member account.

You are not a member and the event is not open to the public or business partners.

You cannot register for an event as a guest.
Please sign up for a free account to continue.

The information currently related to your account is outdated.
Please check the My Profile section, located on the ILTA Connect site.

You could potentially be a business partner that is listed as an industry member.
This could potentially hide the business partner registration option, depending on the internal setup for the event.

You could potentially be listed as a primary on one account, and a third party authorized representative on another.
The system cannot assume what persona you are registering as. Please contact accounting@iltanet.org for assistance.

You are listed as a third party authorized account on multiple accounts.
The system cannot assume which organization you are doing business as. Please contact accounting@iltanet.org for assistance.

There is a problem with the event.
Please contact support@iltanet.org with your username, email and the name of the event you are experiencing issues with.

There is a problem with the configuration of your account.
Please contact support@iltanet.org with your username, email and the name of the event you are experiencing issues with.

There are six potential issues:

You are not logged into your member account.

You are not a member and the event is not open to the public or business partners.

You cannot register for an event as a guest.
Please sign up for a free account to continue.

The information currently related to your account is outdated.
Please check the My Profile section, located on the ILTA Connect site.

There is a problem with the event.
Please contact support@iltanet.org with your username, email and the name of the event you are experiencing issues with.

There is a problem with the configuration of your account.
Please contact support@iltanet.org with your username, email and the name of the event you are experiencing issues with.

We are experiencing intermittent issues with event registration emails and are working diligently to resolve from our side.

Please review the options below and if none apply, contact support@iltanet.org with your username, email, and the event you are experiencing issues with.
There are three potential issues:

There is a problem with the event.
Please contact support@iltanet.org with your username, email and the name of the event you are experiencing issues with.

There is a problem with the configuration of your account.
Please contact support@iltanet.org with your username, email and the name of the event you are experiencing issues with.

The transaction has not been processed.
Please allow for 24 hours for a registration email send.

Due to current event agreement requirements, we do not allow for registration on behalf of other members.

You are allowed to purchase an event registration for another person. Please contact accounting@iltanet.org for assistance with this.
There are four potential issues:

You are not logged into your Member Account.

You cannot purchase an item as a Guest.
Please Sign Up for a free account to continue.

The transaction has not been processed.
Please allow for 24 hours for a receipt email send.

An Error Occurred on the backend.
We will normally catch these on our own and contact you proactively, but there is a potential chance that an issue was missed. Contact support@iltanet.org with your username, company name, and a description of the order.
There are four potential issues:

Your local storage and cookies are stale.
Please attempt to log in from a private/incognito window, or clear your cookies for https://www. iltanet.org and https://ilta2.my.site.com/s/. If the issue persists, contact support@iltanet.org for assistance with this.

Your password manager is interfering
Sometimes, Password Managers inadvertently change the format of an entry. Please attempt to log into the website using the fields manually, as opposed to allowing for autofill. If this resolves the issue, clear your cookies for this site, and edit your credentials to match. If the issue persists, contact support@iltanet.org for assistance with this.

You may have problems logging in to Salesforce if your web browser blocks Salesforce cookies.
Make sure your web browser cookie settings allow cookies from http://salesforce.com, https://salesforce.com, and https://ilta2.my.site.com/. If your browser allows cookies but you still can't log in, clear your cache and cookies before trying again. If a continued issue occurs, contact support@iltanet.org with your username, company name and email.

You are attempting to access the Site through a VPN or a new location.
If you register or have a common location from which you log in from, any disruptive change from that could potentially cause a flag from the platform. Disconnect from your VPN/org network and try once more. If the issue persists, contact support@iltanet.org for assistance with this.
There are two potential issues:

The time zone associated with your account is not configured to your region.
If your account was created internally, or imported from our previous platform, it is possible that the default was applied (Chicago/Central). Please check the My Preferences section, located on the ILTA Connect site.

An error occurred and the email was sent from a default account
If an error occurs in the background, a staff member will send out the email to ensure the information is sent. Due to a limitation in Salesforce, the calculated dates for the email are changed to accommodate the staff representative sending and do not take into account your preferred time zone. Visit the event directly from the ILTA Connect - Events site to verify the correct information for the event.
There is a known issues with our communities provider, Higher Logic, where the time zone British Summer Time is not natively supported. It is possible that an event for this region might be listed as GMT. Please contact support@iltanet.org with the name of the event and we will get that corrected for you.
In April of 2022, the LegalSEC Cybersecurity Community, started an assessment regarding password complexities went into deep dives regarding the password requirements for our own communities.

Our team decided to focus on:

  • Eliminating the need for special characters as the length was more important that the complexity
  • Increasing the length to 15 characters to align more with NIST-observed practices
  • Changing the need to change your password from 90 days to 180 days
We changed our communities password policy to the following:

15 characters • 1 letter • 1 number

This password policy was silently piloted starting in Q4 2022 and went into effect in Q1 2023. Depending on when your last password was last reset, you may need to update before 180 days. Example: If your last password reset was on November 4th, you would be under the old policy at the time, meaning your password needs to be reset after 90 days. As of January 31st, you would be under the new policy of 180 Days.
So, you received a message but can’t see a reply button? Currently, non-members cannot reply directly on the website. However, you should have received an email from the platform containing the direct message, which includes a reply button.