Can't log in or connect to the inCLOUD system
Posted by Sinclair Hughes, Last modified by Sinclair Hughes on 26 January 2022 09:56 AM

The most usual reason is that you have made too many unsuccessful attempts to login (more than 3) and the Incisive inCLOUD system has imposed a stand-down period of 20 minutes before it will allow further attempts to log in using the same account.  The reason for the stand-down time is to dissuade unwanted hacking attempts to jack-hammer entry to your information.

The steps to try are:

  1. Do you have an internet connection?  Try using your browser and see if your usual news site loads correctly.
  2. Are you using the correct password for the login?  The last two digits on the password should match the last two digits on the login.
    If you have tried multiple times it is probable that your account has been locked as the servers suspect it may be a Denial-Of-Service (hacking) attack.  You can either wait for30 minutes and it will unlock or call the Helpdesk for it to be unlocked manually.
  3. If you are connecting from a computer that you have not done so previously, use the full login name which includes the incloud domain name as a prefix e.g. incloud\mylogin01
  4. Are you using an internet service provider (ISP) that is not using New Zealand based IP addresses e.g. StarLink?  To reduce the potential attack surface we limit access only to NZ based IP addresses.  If you are outside of NZ or not using an NZ based IP address we can provide you with information on how to establish a secure link.
  5. Try using one of your other Incisive inCLOUD logins.

If you have checked these then by now the 20 minute stand-down period has probably passed so you should try to log in again.

If you are still having problems please contact the Helpdesk.