Unable to login with TIBCO Spotfire Cloud Analyst client, "The server could not be reached (HRESULT: 80131509)"

Product:TIBCO Cloud Spotfire
Versions:10.4

Summary:
Unable to login with TIBCO Spotfire Cloud Analyst client, "The server could not be reached (HRESULT: 80131509)"

Details:
When starting the TIBCO Spotfire Analyst client and connecting to the EU region server (https://eu.spotfire-next.cloud.tibco.com) you get the error below, even though you can login to the same URL using a web browser.


UserDirectoryServiceException at Spotfire.Dxp.Services:
The server could not be reached (HRESULT: 80131509)

Stack Trace:

   at Spotfire.Dxp.Services.WebServiceBase`1.InvokeService[T](ServiceMethod`1 serviceMethod, ExceptionFactoryMethod exceptionFactoryMethod, String customMethodNameForLogging)
   at Spotfire.Dxp.Services.UserDirectory.UserDirectoryService.GetPrincipal(String guid)
   at Spotfire.Dxp.Services.Authenticator.Authenticate(SpotfireIdentity identity, PrincipalProvider provider)
   at Spotfire.Dxp.Loader.LoginHandler.PerformLogin()
WebException at Spotfire.Dxp.Framework:

The remote server returned an error: (401) Unauthorized . (HRESULT: 80131509)
Stack Trace:
   at Spotfire.Dxp.Framework.HttpClient.NativeWebResponse..ctor(NativeHttpClient httpClient, NativeWebRequest request)
   at Spotfire.Dxp.Framework.HttpClient.WinINet.WinINetWebRequest.GetResponseCore()
   at Spotfire.Dxp.Framework.HttpClient.NativeWebRequest.GetResponse()
   at Spotfire.Dxp.Services.SessionEnabledSoapClient.GetWebResponse(WebRequest request)
   at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters)
   at Spotfire.Dxp.WebServices.UserDirectoryService.getPrincipal(String id)
   at Spotfire.Dxp.Services.WebServiceBase`1.InvokeService[T](ServiceMethod`1 serviceMethod, ExceptionFactoryMethod exceptionFactoryMethod, String customMethodNameForLogging)

Resolution:
To resolve this issue do the following, (note that most of the time steps 4 and later is enough to fix the issue, but in some cases you need to do 1-3 as well.)

1-Uninstall Spotfire

2-Delete the following folders: C:\Program Files (x86)\TIBCO\Spotfire and C:\Users\YOUR-USER\AppData\Local\TIBCO where you replace YOUR-USER with the user you are logged in as.

3-Re-install Spotfire using the Cloud installer https://community.tibco.com/wiki/how-download-spotfirer-cloud-analyst-tibco-spotfirer-cloud-free-trial

4-Clear cookies in IE as instructed here: https://support.microsoft.com/en-us/help/278835/how-to-delete-cookie-files-in-internet-explorer

5- Start a command prompt by clicking on the Windows start menu and typing "cmd" and clicking the Command Prompt. 


6- In the command prompt navigate to the Spotfire installation directory typically C:\Users\YOUR-USER\AppData\Local\TIBCO\Spotfire\10.X\ by using the CD command, note that the version can differ.

cd C:\Users\YOUR-USER\AppData\Local\TIBCO\Spotfire\10.4.0 and press enter.




7- Type the following "Spotfire.Dxp.exe /server:https://eu.spotfire-next.cloud.tibco.com" and press enter, this will launch the Spotfire client and connect to the EU server.