MSP portal is not loading
When I tried to launch msp.pega.coom, It is not loading. It shows a blank screen as in the attachment.
Please fix this issue.
***Edited by Moderator Marije to add MSP BUG-91847 details***
Accepted Solution
Updated: 25 Mar 2025 17:32 EDT
Trustmark Insurance Company
US
@MarissaRogers The underlying issue was something else on my original account due to Organization Name on my profile was too lengthy. The MSP team fixed the issue. While debugging, they created a new account with my new client as a separate account that I merged to original account after they fixed the issue on my initial account. Issue is resolved now anyways.
Pegasystems Inc.
US
Hello,
I'm unable to replicate this issue. Are you still having trouble? Have you tried multiple browsers? incognito mode?
Thank you!
Trustmark Insurance Company
US
@MarissaRogers I tried all the browsers in different systems. I get that blank screen when i tried to access msp.pega.com.
But I am able to access https://support.pega.com/ that gives access to PDC. But I need access to msp.pega.com to raise the Incidents / SRs to PEGA. It is very urgent and I have been waiting from many days.
Pegasystems Inc.
US
Have you been able to access MSP in the past with no issues?
Has your Support Administrator given access to you?
Trustmark Insurance Company
US
@MarissaRogers I never had access to MSP till now. Could you please fix the issue at the earliest. It is impacting the project and I had to approach others to raise or view the SR or Incidents with Pega. Appreciate your quicker help on this matter.
Thank you so much!
Updated: 12 Mar 2025 7:10 EDT
Pegasystems Inc.
GB
@prasr There is nothing wrong with the MSP portal. Other users can access it fine.
Please clarify what you mean when you say you 'never had access to MSP till now'. Do you mean to say that you've used it successfully in the past?
How are you launching it? Do you get the error straight away or when you click on a menu item?
I can see that you have the General Support role assigned to log tickets for certain companies so it should all be working fine.
Please check with your colleagues if they can launch the portal successfully. If you are not affiliated to the company for which you wish to log a support ticket, you will need to be affiliated by that company's administrator .
Administering Support Accounts
If you created MSP tickets in the past, please can you clear the browser cache, remove everything from the URL path apart from https://msp.pega.com/ and try again.
If you still have problems, please see the available options by navigating to Community Get Help page
@prasr There is nothing wrong with the MSP portal. Other users can access it fine.
Please clarify what you mean when you say you 'never had access to MSP till now'. Do you mean to say that you've used it successfully in the past?
How are you launching it? Do you get the error straight away or when you click on a menu item?
I can see that you have the General Support role assigned to log tickets for certain companies so it should all be working fine.
Please check with your colleagues if they can launch the portal successfully. If you are not affiliated to the company for which you wish to log a support ticket, you will need to be affiliated by that company's administrator .
Administering Support Accounts
If you created MSP tickets in the past, please can you clear the browser cache, remove everything from the URL path apart from https://msp.pega.com/ and try again.
If you still have problems, please see the available options by navigating to Community Get Help page
You can also find the MSP FAQ page here: https://support.pega.com/my-support-portal-faq
If your issue is not resolved here scroll down to the Still need help section and select the Contact Us button. This will direct you to the Community Feedback form.
Here you will have the opportunity to Report an issue with My Support Portal.
This action will raise an issue for the Pega Support application development team, who will respond to your query directly.
Trustmark Insurance Company
US
I never used msp before. This is the first time I am trying to access MSP.pega.com. Also i tried from Support Center (https://academy.pega.com/) and clicked on My Support Portal from Working with Support menu. Same behaviour observed.
Also, I never created tickets in MSP any time before. I already said I never used MSP before. In my previous organization, COE team used to create SRs and they used to add me as CC or a contact so that I get the updates on the tickets.
Updated: 24 Mar 2025 14:56 EDT
Pegasystems Inc.
GB
@prasr please read the support documents and the MSP FAQ page I provided. already.
https://support.pega.com/my-support-portal-faq
As you need to understand the full Support process I also recommend you check How to Get Support (inside which is located the details about Account Administration)
You need to discuss affiliation with the Account Admin of the company on whose behalf you are logging tickets.
I also gave you the link to contact MSP developer team if you believe you are already affiliated:
Report an issue with My Support Portal.
Trustmark Insurance Company
US
@MarijeSchillern The issue with MSP is not yet resolved. MSP Team is still looking in to this issue.
INC-C11789
Updated: 25 Mar 2025 17:32 EDT
Pegasystems Inc.
US
Hi @prasr!
While reviewing the associated Incident ticket, I see that you are able to access MSP now that you have merged your accounts and only have 1 account.
Please let us know if you need any other assistance!
Thank you!
Accepted Solution
Updated: 25 Mar 2025 17:32 EDT
Trustmark Insurance Company
US
@MarissaRogers The underlying issue was something else on my original account due to Organization Name on my profile was too lengthy. The MSP team fixed the issue. While debugging, they created a new account with my new client as a separate account that I merged to original account after they fixed the issue on my initial account. Issue is resolved now anyways.