Can't sign in to Puppet Support?

To resolve most problems signing in to the Puppet Support Portal, you need to get in touch with us.

However, you can often fix the following issues yourself:

• Sign in issues due to third-party cookie changes in recent browsers
• After signing in, the Portal doesn’t load completely or doesn’t function correctly.

If you can’t sign in due to other issues, please fill out this form so that we can help you.

Within one business day, we’ll send you an email with the subject line “Welcome to Puppet”. The ticket will include a link that you can use to create a username and password and a link to a Support ticket. Please go ahead and close the ticket if you don’t need additional assistance right away. If you don’t receive the email, please check your email filters and spam folder.

Third-party cookie security issues when signing in to the Portal

When you try to sign in to the Portal you might get a Your browser restricts cookie usage error, a Forbidden - Invalid Authenticity Token error, or after signing in, you can’t open a ticket. If so, security settings for third-party cookies might be preventing you from using the Portal. Recent versions of Chrome, Safari, and Firefox restrict third-party cookie use for security reasons, preventing access to some browser-based applications, including our Portal. Our vendor is working on a solution for this issue. In the meantime, use these workarounds.

In general, if you’re not able to use the Support Portal due to third-party cookie issues, turn off or disable the setting on your browser or ad-blocker that is blocking third-party cookies. It is safe to accept 3rd party cookies on the Puppet Support Portal.

Learn more about how third-party cookies are recognized and used with our Zendesk-based Portal.

Chrome

In March 2020, Chrome released a feature that blocks third-party cookies in incognito mode. To use the Portal with Chrome, either don’t use incognito mode or change preferences in incognito mode so that you can use third-party cookies.

Safari

Recent versions of Safari include increased security features for first- and third-party cookies. Upon signing in with Safari, you can accept third-party cookies for the Portal by checking the Cookies required to use Safari box. Continue to complete the instructions in the dialogue boxes that follow. You will have an opportunity to read details before accepting any changes.

Firefox

Firefox issues are resolved as of Firefox 87, which blocks third-party scripts, images, and content from being loaded from cross-site tracking and improves browsing. We recommend using that version of the browser (or later) if you’re able to. Learn more. 

If you’re using Firefox 85 or 86, when you sign in, a warning is displayed that Cookies are required to use Firefox. Click Continue to view information about cookie requirements. Enter your credentials to finish signing in. Learn more about increased cookie security in those versions of Firefox. 

The Portal doesn’t load completely or doesn’t function correctly

If you’re able to sign in but the Portal doesn’t load completely or doesn’t function correctly, please empty your browser cache and hard reload.

To make sure that you can use all of the features of the Portal:

• Use a recent version of Chrome, Safari, Firefox, or Edge.
• Make sure that you can accept third-party cookies.
• Enable JavaScript. Without JavaScript enabled, you cannot use any of the drop-down fields on our ticket forms.

Please let us know if this doesn’t resolve the issue.