User cannot get past the loading icon when attempting to access the Account Engagement Lightning App

If you are the impacted user, you can review the following items:

1. ensure third-party cookies are enabled for your browser. Note: If you are using Microsoft Edge browser, please ensure "Tracking Prevention" is either disabled or at least set to the "Basic" option.
2. Add the domain of your Salesforce Org as an exception for any tracker blocking settings within your browser and/or relevant plug-ins.

If you are an Account Engagement Administrator user and you are able to log in through pi.pardot.com, you can carry out the following steps to troubleshoot Account Engagement Lightning App issues for yourself or other users. Otherwise, contact another Admin user who is able to successfully access Account Engagement for assistance with troubleshooting. If there are no other Admin users who have access, contact Account Engagement Support.

1. Make sure the Salesforce User is properly connected to the Account Engagement User. Verify in Account Engagement that SSO is set up correctly for that user and that the CRM Username is verified. You will able to check this by going to the user’s record in Account Engagement to see if ‘Verified’ shows up next to the CRM Username field.
2. If you notice that SSO is set up correctly, a previous Account Engagement session in your browser could cause a conflict. Clear your cookies within your browser and reload the Account Engagement Lightning App page to retry.
3. Confirm that the Salesforce Connector in Account Engagement is verified. Since the connector is passing information into Salesforce, this needs to be verified for the Account Engagement Lightning App to work. You can check if the connector is verified by going to Admin | Connectors | Salesforce.com if using the Account Engagement Classic app or Account Engagement Settings | Connectors | Salesforce.com if using the Account Engagement Lightning App.
4. If using User Sync, ensure that the Salesforce user's role has been properly mapped to Account Engagement.
5. Salesforce Administrator should check to see if the setting "Lock sessions to the IP address from which they originated" is enabled within Salesforce Session Settings in Setup, and if so consider disabling it. (As having this enabled can block communications with the Account Engagement application).