Richard from Sydney

Q: Problem logging into iTunes Connect - Unable to Process Request

I have not been able to get into iTunes Connect since yesterday afternoon, about 17 hours ago.  I get a message "Unable to Process Request - Your request could not be processed. For additional help, send an email to itunesconnect@apple.com."  I have clicked on this link and it sent some kind of diagnostic data to Apple but I have had no response.  I have tried a different browser and also tried logging in from my iPhone in case it was a problem on my Mac but the result was the same.

For some reason I am also not able to get into the developer forum so I am thinking there is something wrong with my AppleID.  Attached is the error I am getting from iTunes Connect, the dump it generates when I click the email link and the screen I get when I try to get into the dev forum.

 

Content Provider Name: Richard ******
Content Provider ID: 11****093
iTunes Connect Username: r******* @mac.com
Browser Info: Safari version 9.0 on MacOS

 

 

Please describe what you were doing when you received this error:

 


---------------------------------------------------
This user has experienced an exception in iTunes Connect at 2015/10/09 04:56.  The following is the stack trace of the error:

 

java.lang.reflect.InvocationTargetException
  at com.webobjects.appserver._private.WOActionRequestHandler._handleRequest(WOActio nRequestHandler.java:281)
  at com.webobjects.appserver._private.WOActionRequestHandler.handleRequest(WOAction RequestHandler.java:168)
  at com.webobjects.appserver.WOApplication.dispatchRequest(WOApplication.java:1830)
  at er.extensions.appserver.ERXApplication.dispatchRequest(ERXApplication.java:1145 )
  at com.apple.jingle.foundation.appserver.MZSimpleApplication.dispatchRequest(MZSim pleApplication.java:310)
  at com.apple.jingle.appserver.MZApplication.dispatchRequest(MZApplication.java:167 0)
  at com.apple.jingle.label.Application.dispatchRequest(Application.java:586)
  at com.apple.jingle.foundation.appserver.MZWorkerThread.dispatchRequest(MZWorkerTh read.java:134)
  at com.webobjects.appserver._private.WOWorkerThread.runOnce(WOWorkerThread.java:58 7)
  at com.webobjects.appserver._private.WOWorkerThread.run(WOWorkerThread.java:778)
  at java.lang.Thread.run(Thread.java:745)
Caused by: java.lang.RuntimeException: unexpectedly found more than one user in list in: dsId=192451147; contentProvider=117800093
  at com.apple.jingle.label.MZITunesConnectUser.getSingleUserAndThrowOnMultiple(MZIT unesConnectUser.java:2254)
  at com.apple.jingle.label.MZITunesConnectUser.userForDsIdAndContentProvider(MZITun esConnectUser.java:2159)
  at com.apple.jingle.label.LCItcSessionContext.getITunesConnectUser(LCItcSessionCon text.java:160)
  at com.apple.jingle.label.LCAbstractRestController.initializeRequest(LCAbstractRes tController.java:106)
  at com.apple.jingle.label.LCAbstractRestController._performAction(LCAbstractRestCo ntroller.java:120)
  at com.apple.jingle.label.LCAbstractRestController.performActionNamed(LCAbstractRe stController.java:93)
  at com.apple.jingle.label.LCNgController.performActionNamed(LCNgController.java:42 )

 

Developer Forum.jpg
  at com.webobjects.appserver._private.WOActionRequestHandler._handleRequest(WOActio nRequestHandler.java:269)
  ... 10 more

 

<Personal Information Edited by Host>

MacBook Pro with Retina display, OS X Yosemite (10.10.3), null

Posted on Oct 11, 2015 5:55 PM

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Q: Problem logging into iTunes Connect - Unable to Process Request

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  • Helpful answers

  • by 4ndres90,

    4ndres90 4ndres90 Oct 11, 2015 9:40 AM in response to Richard from Sydney
    Level 1 (0 points)
    Oct 11, 2015 9:40 AM in response to Richard from Sydney

    Not sure this is the solution, but a friend got through activating on his iphone using Safari.

  • by orion_ggl,

    orion_ggl orion_ggl Oct 11, 2015 4:41 PM in response to Richard from Sydney
    Level 1 (0 points)
    Oct 11, 2015 4:41 PM in response to Richard from Sydney

    +1 I also get this today. It's incredibly bad timing for me as trying to get a product release organised!

     

    I've tried

    - clearing all cookies and browser cache in safari

    - logging in with a different browser (firefox on OS X)

    - logging in from a different machine (edge on windows 10)

    - logging in with mobile safari on my phone

     

    All exhibit the same issue.

     

    Interestingly other things like the iTunes connect iOS app, and application loader submitting new binaries all still seem to wo rk

  • by dezine zync,

    dezine zync dezine zync Oct 12, 2015 7:40 PM in response to Richard from Sydney
    Level 1 (0 points)
    Oct 12, 2015 7:40 PM in response to Richard from Sydney

    +1. Tried everything similar to what orion_ggl is doing with no luck. :/ any word from Apple yet?

  • by EndreOlah,

    EndreOlah EndreOlah Oct 13, 2015 9:00 AM in response to 4ndres90
    Level 1 (0 points)
    Oct 13, 2015 9:00 AM in response to 4ndres90

    What do you mean about activating through iPhone Safari? Which activation?

     

    I am suspicious that the issue is coming from the: "unexpectedly found more than one user in list" whatever it means.

  • by 4ndres90,

    4ndres90 4ndres90 Oct 13, 2015 12:29 PM in response to EndreOlah
    Level 1 (0 points)
    Oct 13, 2015 12:29 PM in response to EndreOlah

    Sorry, should have been more clear. A friend had to activate his account by clicking on a link and signing in iTunes Connect. And after he tried it gave him the message "Unable to Process Request - Your request could not be processed". It worked on his phone, using the Safari-Browser, after that he was also able to sign in on his Mac. But I really don't think thats the solution... this was on last friday (October 9).