If you're unable to log in to Piano Analytics, this guide walks you through a series of tests to help identify the cause. Some issues can be resolved on your side; for others, the tests will help you gather information to include when contacting our support center.
1) Confirm you’re using the correct URL
Access Piano Analytics at: https://analytics.piano.io
If you are trying to log in and can’t reach the platform, make sure you are not using an outdated bookmark or an incorrect environment URL.
2) Check your login and password
If you can reach the login screen but can’t sign in:
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Your login is your email address
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If you don’t have a working password, go to https://auth.piano.io/u/login/ and use Forgot password?
If you’re not sure whether your account is active or correctly provisioned, confirm with your organization’s Piano administrator.
3) Recognize common error messages and what they mean
If you reach a Piano page but see an error instead of the Piano Analytics interface, the error message is usually a clue that you've authenticated successfully but landed on the wrong product portal. Piano has several products, and each has its own login destination; using the wrong URL is the most common cause of these messages.
|
Message you see |
Most likely cause |
What to do |
|---|---|---|
|
"Forbidden" or "Forbidden: You are not allowed to login to the dashboard" |
You authenticated through a legacy or wrong-product portal (for example, |
Log out, then sign back in at |
|
"Unauthorized" |
Same as above — the portal you used isn't the Piano Analytics portal, even though your credentials are valid. |
Use |
|
"403" or "Access Denied" on a Piano page after sign-in |
Either a wrong-portal issue (most common) or an IP restriction set by your organization. |
First retry with |
|
"You are not allowed to access this dashboard" |
You're being routed to a Piano product where you don't have an account or a license. |
Confirm with your administrator that your account is provisioned for Piano Analytics specifically. |
|
A Subscription product error page after login |
You authenticated successfully, but your account does not have rights to the Piano Subscription product — you've been routed there in error. |
Navigate manually to |
The previous domain explorer.atinternet-solutions.com is no longer in use. If you have an old bookmark pointing there, replace it with https://analytics.piano.io.
4) Reload the page and bypass cached content
An element from your browser’s cache can prevent you from accessing the solution.
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Use
CTRL + F5to force a refresh and bypass cached files.
If that’s not enough, fully clear your browser cache (see your browser’s help documentation for steps), then try again.
5) Test in a private/incognito window
Open a private browsing window (Incognito/InPrivate) and try accessing Piano Analytics again. This helps determine whether stored cookies/cache or extensions are causing the issue.
6) Disable AdBlockers and other browser extensions
We advise you to turn off AdBlockers on our interfaces. In certain cases, they can prevent access (there are no ads on our tool!)
Also consider temporarily disabling other browser plugins/extensions that could interfere with scripts, cookies, or authentication, then retry access.
7) Try a different browser/internet connection
Your browser (or its version) may not support certain technologies used by our solution.
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Try a different, up-to-date browser to confirm whether the issue is browser-specific.
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Try using a different internet connection (for example, a mobile hotspot/5G connection) to rule out network restrictions.
8) Narrow down whether the problem is your account, your device, or your network
The tests above cover browser and cache issues. To narrow the cause further, try the checks below:
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Ask a colleague to log in. If other users in your organization can access Piano Analytics without issue, the problem is likely tied to your account or your device. If they can't either, the problem is more likely at the organization or network level.
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Try logging in from a different device. If possible, test from another computer within your organization. This helps determine whether the issue is specific to your machine.
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Try logging in with your account from a colleague's device. If your account works on their device, the issue is likely local to your machine (extensions, cache, or local configuration).
9) If your organization restricts network access
Many organizations restrict access to external sites using a proxy, firewall, VPN, or an explicit IP allowlist. These controls can prevent Piano Analytics from loading even though your credentials are valid.
Symptoms to look for
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The login page itself loads, but after authentication you see a blank white page that never finishes loading.
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The interface loads briefly and then displays a spinner indefinitely.
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A 403 error appears after sign-in, only on your office network — but works from a personal connection.
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The same account works from one location (for example, the office) and fails from another (for example, home or a different office).
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In your browser's developer console, you see errors mentioning CORS, Access-Control-Allow-Origin, or pre-flight request, or a 403 Forbidden on an OPTIONS request.
Diagnose by switching networks
Briefly disconnect from your corporate VPN and reload Piano Analytics, or connect through a different network (for example, a mobile hotspot). If the interface loads on the alternative connection but not on your corporate network, the cause is on your organization's network side rather than on the Piano side.
What to ask your IT or network team
If switching networks confirms a corporate-network issue, share the following with your IT team so they can add an exception:
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Piano Analytics needs the
Authorizationheader to be passed through. Proxies that strip or rewrite this header will block the login. -
The Piano Analytics interface and authentication services must be reachable. Common domains include
analytics.piano.io,auth.piano.io, and related*.piano.iosubdomains. Your IT team can contact Piano Support to obtain the current list of IP ranges to allowlist. -
HTTPS must not be intercepted in a way that breaks certificate validation. Some VPNs and corporate proxies install a TLS-inspection certificate; if it isn't installed cleanly on your machine, you will see an HTTPS error on the Piano login page.
Organization-side IP allowlist
Your administrators can also configure an allowlist inside Piano Analytics that restricts which IP addresses are allowed to reach your organization. If this rule has been activated and your current IP is not on the list, you'll see an HTTP 403 error. Confirm with your administrator that the allowlist permits your current connection. See the Access security article for the admin configuration.
10) Check service availability
If everything looks correct on your side, check for platform incidents or maintenance on the Piano status page: https://status.piano.io/
Still blocked?
If you still can't access Piano Analytics after trying the steps above, contact Piano Support and include:
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The URL you're trying to access.
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The browser name/version and OS.
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Whether it works in private browsing.
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Whether it works on another network.
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Whether other users in your organization are affected.
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Any screenshots or error messages (including time of occurrence).
Attach technical details from your browser:
Please capture the following details to help Support diagnose the problem faster:
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Open Piano Analytics in your browser.
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Right-click the page and select Inspect (or press F12) to open developer tools.
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Go to the Network tab and enable Preserve log.
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Try to log in again to reproduce the issue.
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Capture:
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A screenshot of the Console tab (with any error messages visible).
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A screenshot of the Network tab, sorted by the Status column, showing any requests with codes in the 400 or 500 range (401, 403, 404, 500, etc.).
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For each error request, click it and capture its General, Response Headers, and Request Headers sections.
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The more of this information you can provide, the faster our team can help.