Since downloading the Mac App I have been unable to connect to my companies hipchat server.
I've tried the advice at https://confluence.atlassian.com/hipchatkb/unable-to-sign-in-to-the-hipchat-desktop-app-751436202.html.
testing a telnet connection to the server:
telnet <server> 5222
which connects and disconnects as I expected it to do,
I then cleared the app settings as advised, still unable to connect, all that happens is after entering the server address in the "Log in to a HipChat team sever" the spinning wheel just keeps spinning with no sign of actually connecting.
When I try the same from my Windows machine or connect via the web app there's no problem.
The Mac client is a bit stricter than the other ones with network redirections; this could be a possible cause of the problem you're seeing here. You can test bypassing any proxies you have and connect to the server directly, temporarily, in order to check if this is the case. If you have a load balancer or reverse proxy, please add a valid cert to HipChat as well and configure your proxy to use port 443 across the whole chain of connections.
If you're still experiencing problems, feel free to contact our support team and we'll check.
If you can consistently reproduce this behavior (Mac users affected only when first logging into the web), then it might be worthwhile to raise a support ticket with us for deeper investigation.
In the meantime, can you try asking one of the affected users to clear the cache/preferences and try to log in again?
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