Access to the data room
Quite often, companies may limit employees' access to external websites by allowing only certain web addresses. Users may get various messages that the website cannot be reached or is blocked (e.g., an error code "403 Forbidden"), depending on the settings.
This can be a common reason why errors may occur when opening files within the project.
In this case, we recommend contacting the company's IT department (system administrator) and requesting to enable access to the following websites: https://app.idealsvdr.com, https://auth.idealsvdr.com and to any https website at a subdomain of idealsvdr.com, i.e.,*.idealsvdr.com. If the issue persists, ask the IT department to verify that no corporate restrictions are interfering with downloads and attempt downloading files using a personal device connected to a non-corporate network as a temporary workaround.
How to check whether the issue is related to corporate restrictions:
Try using a different computer, i.e., a personal one.
Try connecting to a different network (non-corporate, e.g., using cellular data or any other public network).
If VPN/proxy settings are in use, try turning them off (if allowed).
If our website can be accessed using alternative ways, then you can be sure that it is the company's restrictions and forward the allowlist / safelist instructions. As a workaround, users may keep using another network/computer to work in the data room.
If none of the above resolves the issue, please contact the Customer Support team.
Please also pay attention to the URL in the browser and make sure it did not get corrupted, i.e., there are no extra dots or double-pasting of the URL:
Correct: https://auth.idealsvdr.com
Incorrect: https://auth..idealsvdr.com | https://auth.idealsvdr..com
Browser side issues
Browser can also prevent a user from accessing our websites and applications, please find below the ways to check if something wrong with the browser configuration:
Update browser to the latest version
Try using different browser or incognito mode
Try deactivating browser's extensions
Ensure browser configurations are set to allow file downloads.
Clear site-specific cookies
If you've identified that the issue is likely related to a corrupted cookie, we recommend clearing only the cookies specific to our platform, idealsvdr.com. This approach removes the problematic cookies without affecting your saved settings and login information for other websites.
If none of the above resolves the issue, please contact the Customer Support team.
Delivery of the email notifications
Same as with access to external resources, emails from Ideals may be blocked by filtering (anti-spam) settings of your corporate inbox.
In this case, we recommend adding @idealsvdr.com, @mandrill.idealsvdr.com, and @mailer.idealsvdr.com domains and our IP address 198.2.186.123 to the allowlist so that messages from us do not get blocked and all the notifications are received.
If you use a non-corporate email address (@gmail.com, for instance), make sure the emails did not land in a spam folder and mark them as not spam to ensure further delivery.
In case your users did not receive invitations to the data room, try resending the invitation email.
File download issues
If you are experiencing file download issues in Ideals, it could be due to several factors. Below are common problems and their resolutions:
Expired download links
Archives in Ideals are available only for three days from their creation. If more than three days have passed since your project administrator created the archive, you will need to request a new one.
Contact the administrator of the project or virtual data room.
Request them to create a new archive for download.
Empty downloaded archives
In certain cases, you may successfully download the archive but find it is empty. Here's how you can address this:
Delete the downloaded archive: Remove the incomplete or empty archive from your device.
Try downloading the archive again: Ensure the download process completes without interruption.
Use alternative archive extraction tools: If the default extraction tools fail, try advanced tools such as WinRAR or similar.