Can't Login to IMDB Pro

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  • Updated 1 year ago
  • Solved
For the last week I haven't been able to login to my longstanding imdb Pro account with my laptop (only get a "This site can't be reached" error message).  Incognito mode also doesn't work but I can login if I use my phone app.  Nothing on my laptop changed in the lead up to this problem. 

Unfortunately, because there are no help/contact options on the app, and on the laptop you have to login to imdb to access any tech help or even contact them, I've had no way of alerting them or getting help to fix the problem until I just stumbled on this page [so a big thanks for that!!].  Would love it if someone can help. It's getting cold out here.
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Damian O'Donnell

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Posted 1 year ago

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Claire, Official Rep

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Hi Damian,

I have located your IMDbPro membership and can confirm that it is currently active, and claiming your page.

Based on your message, it sounds like you may be experiencing an issue limited to your browser. Please try clearing your browser history (cache & cookies), then try once more to visit IMDbPro to log in. 

If you continue to experience this issue, please confirm your device's operating system version, as well as your browser name and version number so that we can research further.
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Damian O'Donnell

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Hi Claire,
Just cleared cache and cookies, still can't log in.  I'm using Windows 10 and browsing via Chrome (Version 74.0.3729.169 (Official Build) (64-bit)).  Appreciate any help you can provide.  Damian
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Col Needham, Official Rep

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Sorry to hear. What happens if you open an incognito window in Chrome and sign-in there? 

If it works, it shows there's an issue with either a browser plugin or still a lingering cookie / cache issue. 
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Damian O'Donnell

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Hi Col, I noted in my original post that incognito unfortunately doesn't work either.  It's strange.  Logging in has worked fine for years and bang. Ever since last week, it won't let me. I haven't added any new software or extensions for ages so I don't think it's anything I've done. I just get a white screen advising 'The site can't be reached' and a link suggesting I check my firewall.  Doesn't appear to be any problem there.  So, yeah. I'm stumped.
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Dan Dassow, Champion

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Hi Damian,

Assuming you have access to a friend's PC/laptop or PC, you may wish to try logging into your account on another PC, laptop or tablet. You may also wish to try accessing your account from a difference Internet Service Provider (ISP).

It's possible there is still a lingering cookie / cache issue on your laptop. It's also possible that your ISP is caching content for IMDb and could be causing problems that would interfere with you logging in.
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Damian O'Donnell

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Thanks for the suggestion, Dan.  I'll give that a try.
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Damian O'Donnell

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Okay.  I got onto my ISP who checked their end and advise no problem there. 

I did though (sort of) get through borrowing another laptop (which has a Chrome browser).  After electing to login using my usual IMDB option, it took me to a new page saying "for greater security" I need to login in future using my Amazon account. I don't have an amazon account.  But by ignoring the Amazon button and just clicking on the IMDB logo at the top of the page, I got in.  So the problem seems to be me (not the first time I've heard that).

But that brings me back to my laptop... I've again cleared my cache and cookies (for the fifth time). Still can't get through.  I switched my browser to Internet Explorer. Get an error message "Page can't be reached."

Does that narrow what it could be?  Could that Amazon diversion on the other laptop be mucking things around? I have no idea but could really use some advice. (PS i don't have any problem logging into any other site I'm subscribed to and requires a username and password.)   
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Dan Dassow, Champion

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Hi Damian,

This could take some time to diagnose.

1. Use your Internet Explorer browser.

2. Click on:
https://www.imdb.com/

You should be able to access this page regardless of being logged in. You should see:


If your user ID appears instead, you are logged in.

3. Click on the yellow Sign in button at the top right of the page. You should see:

4. Click Sign in with IMDb. You should see:

This should bring you to this page:
https://www.imdb.com/?ref_=login

You should be logged in and you should see your user ID in the upper right hand corner of the page.

= = =

If this doesn't work, please report back where you have problems.
(Edited)
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Damian O'Donnell

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Hi Dan, using Internet Explorer I just get taken to a white page saying " Can't reach this page" and which gives me four options:
  • Make sure the web address https://www.imdb.com is correct.
  • Search for this site on Bing
  • Refresh this page
  • More information
Just as aside, I cleared my cache immediately before typing in the imdb address just to make sure everything was clean as a whistle. 
  
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Taylor, Official Rep

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Hi Damian,

I'd love to help solve your login issue but require a few additional details at this time. I've emailed you directly to help further assist. 
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Damian O'Donnell

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Thanks Taylor. Just flicked you a reply.
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Damian O'Donnell

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Sorry Dan.  Seems things are getting worse.  Now I can't even access the generic site to try to login.  Here's what happened when I just tried (NB: there's nothing wrong with my internet connection and I can access all other sites, subscribed and unsubscribed).  Hmmm.   

[Gets better and better.  I just clicked on the tool icon to upload you a 78kb screen shot and I got an error message "This page isn't working" so had to cancel and re-type without the image.  This is really getting frustrating.   FYI, the screen shot showed me at www.imdb.com with a white page saying "This site can't be reached".]
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Damian O'Donnell

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Update... Just to be thorough, tried uninstalling and reinstalling Chrome.  Status:
  • Via searching 'IMDBPro', I can get to the IMDB home page but then clicking on either the Amazon or IMDBPro login option buttons takes me to a "This page can't be reached" page.
  • If I try the generic www.imdb.com, I get taken to a "This site can't be reached" error page.
  • I can still access IMDBPro via my phone but that's obviously less user friendly and efficient than a laptop so am still very keen to find an answer as to why this is happening. Soooo frustrating.  
Any advice, gratefully accepted. 
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Dan Dassow, Champion

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Hi Damian,

This appears to  be a problem with a fragmented hard drive, memory leak and/or a network connectivity issue with your laptop.

I suggest you do the following:
1. Do a file clean up of temporary files
2. Defragment your hard drive
3. Reboot your laptop
4. Use the ping command to check network connectivity.

= = =

1. Disk cleanup in Windows 10
https://support.microsoft.com/en-us/help/4026616/windows-10-disk-cleanup


= = =

2. Defragment your Windows 10 PC
https://support.microsoft.com/en-us/help/4026701/windows-defragment-your-windows-10-pc


= = =

3. Reboot your laptop

= = =

4. Use the ping command to check network connectivity.
Ping test in Windows 10
https://iihelp.iinet.net.au/How_to_run_a_ping_test


Use these ping commands
ping www.imdb.com
ping iinet.net.au
ping 203.0.178.191
127.0.0.1

You should see something similar to the following:


If you see the message "Request Time Out." for any of these pings, you may have problems with your network connectivity. This could be an ISP issue, router issue, network software issue or network hardware issue.
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Damian O'Donnell

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Hi Dan, really appreciate your commitment to the cause.  Ran disk cleanup and got rid of all temp files and other assorted rubbish.  Didn't fix problem;

Hard drive was 0% fragmented as system set to automatically optimize each week;

Ran the ping test and that looks somewhat interesting (at least probably to someone who know's  what he's doing).  Here's a copy and paste of the output (for some reason I still can't upload a screenshot here):

 C:\Users\damia>ping www.imdb.com

 Pinging www.imdb.com [67.215.224.242] with 32 bytes of data:

Reply from 67.215.224.242: bytes=32 time=231ms TTL=49

Reply from 67.215.224.242: bytes=32 time=231ms TTL=49

Reply from 67.215.224.242: bytes=32 time=232ms TTL=49

Reply from 67.215.224.242: bytes=32 time=260ms TTL=51

 Ping statistics for 67.215.224.242:

    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

    Minimum = 231ms, Maximum = 260ms, Average = 238ms

 

C:\Users\damia>ping www.pro.imdb.com

Ping request could not find host www.pro.imdb.com. Please check the name and try again.

 

C:\Users\damia>ping https://pro.imdb.com

Ping request could not find host https://pro.imdb.com. Please check the name and try again.

 

C:\Users\damia>ping https://pro.imdb.com/signup/index.html?u=https%3A%2F%2Fpro.imdb.com%2F

Ping request could not find host https://pro.imdb.com/signup/index.html?u=https%3A%2F%2Fpro.imdb.com%2F. Please check the name and try again.

So the generic imdb site looks okay but not accessing imdbpro (the last crack there being a copy and paste from the actual web address).  Is that how you read that? If so, what does that mean?
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Dan Dassow, Champion

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Hi Damian,

ping only works for domain names. It does NOT work for URLs (web addresses) such as:
https://pro.imdb.com

try:
ping pro.imdb.com



It appears that you do not have a network connectivity issues with your laptop.

I'm somewhat at a loss of what could be causing your problem. If I think of anything else, I will post it in this thread. In the interim, I will leave in the capable hands of Taylor and other members of the IMDb staff.
(Edited)
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Damian O'Donnell

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It is baffling, isn't it?  Here's the output from your last ping suggestion.  That looks to be working fine too:

C:\Users\damia>ping pro.imdb.com

Pinging d14x35054ycmgy.cloudfront.net [13.32.73.60] with 32 bytes of data:
Reply from 13.32.73.60: bytes=32 time=6ms TTL=245
Reply from 13.32.73.60: bytes=32 time=5ms TTL=245
Reply from 13.32.73.60: bytes=32 time=5ms TTL=245
Reply from 13.32.73.60: bytes=32 time=5ms TTL=245

Ping statistics for 13.32.73.60:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 5ms, Maximum = 6ms, Average = 5ms
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Dan Dassow, Champion

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Hi Damian,

I forgot the words "does NOT" in my last post, which I corrected after you posted.
It does NOT work for URLs (web addresses) such as:
https://pro.imdb.com
Clearly you do NOT have connectivity problems with either www.imdb.com or pro.imdb.com.

There are some remaining possibilities:
1. You are using a Virtual Privacy Network (VPN) to connect to IMDb and IMDbPro.
2. You are using ad blocking software.
3. Your security software may be interfering with accessing IMDb and IMDbPro.
4. Your ISP is caching IMDb and IMDbPro.

Taylor and other members of the IMDb staff are still your best resource in resolving your problem. If you know someone with good computer skills they may also be able to help.
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Damian O'Donnell

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RESOLVED:   Okay, now this weird. Really weird.  Just took one last stab at logging into IMDBPro and... I'm in.  I've done nothing since the previous efforts outlined above but... suddenly I'm in. How does that happen?!  I have no idea what went wrong or how it got fixed but, I'll take it.  Thanks everyone for the assistance!!! 
(Edited)
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Dan Dassow, Champion

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Hi Damian,

I'm happy to read that you are finally able to log into IMDbPro.

If your problem recurs, please post in another thread and reference this thread; IMDb marked this thread solved.