Sunstone VM endless loading bar

Hello, i have a problem when im trying to open a VM via sunstone… i can see the just the loading bar…
i checked with firebug and i can see this error:

“NetworkError: 401 Unauthorized - https://mysite.com/support/request?timeout=false&csrftoken=06a732f45b07c436eb9b4381d3782

What’s the issue and how to solve it ?
Thanks

So it seems, you don’t have access to enter the virtual machine, it can be by the connection by ssh or by some firewall, try to connect by ssh to the virtual machine.