I just did some testing with @cre8art on his machine, and found an interesting problem. The script is redirecting correctly, but the browser he’s using isn’t reading the script properly. It’s a standard script given to ZenDesk customers, to handle multi-brand (Topaz Plugins & Topaz Studio) SSO logins.
So, I did some testing on my own on Mac and PC, with the following results:
IE 11: Works
So, 8 out of 9 browsers I tested are working correctly. This leads me to believe that something is wrong with the current version of Safari, on macOS 10.12, possibly older. I wondered if this was the specific build of Safari that was being used (12604.1.38.1.7), so I tested the login process on a MB Air I have here for testing, that’s running macOS 10.13 and a new build of Safari (13604.1.38.1.6), and the same problem occurs.
I see that @JennZ is using Firefox on Windows, so because my initial test was successful, I tested it a bit further. My first test was a fresh login, which meant I was not logged into the forums, either help center, or either web site (5 locations), on Windows. The login was conducted by heading straight to the help.topazlabs.com page, then clicking login. I was presented with the login page for the Studio Wordpress site (We need to change that logo!), and entered my Topaz Studio login information. This worked.
To try to replicate @JennZ’s problem, I logged into both the Plugins and Studio site, as I suspect she would have been, then followed the process that I asked her to follow. It worked.
So, I’m going to reach out to Zendesk and see if they’re aware of the problem. From what I can tell, everything is configured correctly, and all my tests have resulted in success, except for Safari. I suspect this is impacting a number of their customers, so hopefully we’ll have a solution soon. I don’t think there’s anything we can do to change the behavior, but I will explore the possibility of adding a note only for Safari, and possibly Win Firefox users, to use a different browser to view their ticket, until we can correct the issue, or ZD corrects it.