STILL CAN'T ACCESS DASHBOARD

[RRR7]

What in the world is going on with the dashboard portal? I have not been able to access it for almost two weeks now. I can't even reach ooma.com. Ooma says there's nothing wrong with the website and live chat support won't give any details on the portal, just that engineers are "aware" of the problem and are working on it.

[Robek]

The My Ooma web portal was down for a few days, but service was restored over a week and a half ago. Try flushing the local browser cache, rebooting the computer, or accessing the portal from a different computer, to see if that helps. Otherwise, describe in more detail what the browser does instead.

[OomaUser127]

I have tried three different devices to access www.ooma.com, using Firefox, and Chrome. Nothing has worked for almost two weeks. Seems there is a conflict in resolving the URL through the DNS server. I can ping www.ooma.com alright, but can not bring up the webpage through a browser. Chrome returns 'DNS_PROBE_FINISHED_NXDOMAIN' error. I have done several steps on my side to resolve, Rebooted by modem and router and flushed my DNS cache on my PC which neither helped. I was told the other day, after calling customer support, this was a known issue and engineers were working on it. Something happened on or around 9/20/23 and has yet to be resolved. Can anyone from Ooma give an explanation as to what is going on?

[Robek]

'DNS_PROBE_FINISHED_NXDOMAIN' is usually a client-side issue. It looks like Ooma may have moved some web sites to new hosts with different IP addresses, but some DNS providers may still be out of date. Try (temporarily) changing the DNS provider, in the browser's 'Privacy & Security' settings, to see if that helps.

[OomaUser127]

Ok, I was able to finally fix this issue by redirecting the DNS on my PC, Phone and tablet by manually resetting the DNS server each device was using to a known public DNS. Seems odd, after using OOMA over tens years without issue that this was necessary.

[rerion]

Thanks for the answer. I have been trying to access the portal for over a month with no luck. I changed to the google public dns server and it works. Can somebody please explain why this is necessary?

[Robek]

Ooma probably moved its web sites to new hosts, with different IP addresses. Many businesses, for example, are moving their resources into the cloud, for whatever reasons. It takes a while for all of the third party DNS providers to update their DNS records, and some providers can take longer than others.

[xboxman]

I have the same problem cant get to my.ooma.com been this way for 2 months now did a chat with ooma tech they said i would need to call they could not fix it from chat

[Robek]

If the problem is the same, then perhaps the solution (or workaround) is the same, too. If the posted fixes don't resolve the issue, then please explain what happens instead. Or else, try calling customer support, as the Ooma chat representative had previously suggested.