How to clear Bluescape.app cache when login doesn't work?

Support
1

Hello!

We have a user who can get into the web browser just fine but when they go to use the app, it either shows a black screen or the “Your administrator has not yet set up your team access.” error with the blue cat.

We’ve uninstalled and reinstalled a few times but nothing changes. We also tried the options under the View menu for Reload, Force Reload and Clear Cache but nothing works. Is there a way to manually delete all of the user data preferences and cache so we can get the app working again?

Thanks!

2

Hi Jeff,

Thanks for reaching out! I see that your organization has Single Sign-On enabled. This user may be logging into the Bluescape Desktop application without SSO and using IDP. If the user can see the main Bluescape Home page, I suggest having the user perform these steps first:

  1. On the Bluescape Home landing page, select the profile icon in the top-right corner, scroll down, and select “Log out”.
  2. They will be redirected back to the login page, have the user enter their email and select “Continue”.
  3. At the “Welcome to Bluescape. Please select an authentication provider” screen, ensure the user selects the SSO authentication provider for your organization rather than “Bluescape” as the Bluescape authentication provider is for non-SSO organizations.

If the issue persists, you can delete the cache folders entirely under these file paths and relaunch the application:

Windows: C:\Users<username>\AppData\Roaming\Bluescape
Mac: MacintoshHD/users/Library/Application Support/Bluescape/Cache

Please let us know if you have any questions.

Best Regards,
Cody

3

Hi Cody,

Thank you for the reply!

The user opens the Bluescape app and is immediately presented with the blue cat error message. Unfortunately, there is nothing in the top right corner to log out with.

We tried clearing the Cache folder but that didn’t fix it. So I suggested that the user delete the entire Bluescape folder and that fixed it.

Thanks,

Jeff

4

Jeff,

Thank you for the update! That would’ve been the next step we would have suggested. I’m glad this user is squared away. Please do not hesitate to reach out with any other questions or concerns.

Best Regards,
Cody Bentley