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Troubleshooting Login Issues

 

In this article we are going to go over the most common login issues that our customers face and hopefully provide clear and concise answers to these obstacles.

Invalid Credentials Error (IOS App)

"ERROR: Your username and password could not be verified. Please re-enter your username and 
password. Error Message = invalid authentication"

Here are the most common reasons for getting this error.

  1. Typing in your password incorrectly

  2. Typing in the wrong password

  3. Forgetting your password

  4. Forgetting that you have caps lock activated

A few things to keep in mind when logging in is that your password IS CAPS SENSITIVE. Also, after changing your password, you will need to login while in online mode before you can successfully login while in offline mode.

If you need to reset your password you can reference this article for directions HERE

Invalid Password Login Error (IOS APP)(Offline Mode)

"Please re-enter your username and password. If this is your first time logging in, you will need 
a valid internet connection."

This error is telling you that you have entered in your password incorrectly. Here are the most common reasons for getting this error.

  1. Typing in your password incorrectly

  2. Typing in the wrong password

  3. Forgetting your password

  4. Forgetting that you have caps lock activated

  5. After resetting your password you first need to login while in online mode before attempting to login to offline mode

If you have recently reset your password, but haven't first logged in while in online mode, you will not be able to successfully login while in offline mode. You first need to login while in online mode (unchecked), then log out, check the "work offline" box, and proceed to use your new credentials to login.

Invalid Username Login Error (IOS App)(Offline Mode)

"You are currently working offline or have a poor Internet connection. Your user account was not 
found on this device. Please connect to the Internet and make sure that Work Offline is turned off."

This error means that you have typed in the wrong username. If this is your first time logging in on your device or you have recently reset your password, please first login on your device while in online mode, then you can proceed to login in offline mode.

Working Offline Error (IOS App)(Offline Mode)

"Working offline is best used when you are in areas with limited Internet coverage. While working 
offline, you will not receive form/survey updates and your data will be stored locally on your
device until you re-establish connectivity."

This isn't an error as much as it is a warning. You can choose to go in offline mode if you do not have access to the internet and use your forms, however there are some limitations to this feature.

  1. You cannot submit your forms while in this mode
  2. You will not receive updates to your forms
  3. You cannot view submitted pdfs
  4. You cannot email, text, or do any other activity that requires use of the internet while in this mode, while inside the app
  5. You will not receive dispatches

If you have recently reset your password, but haven't first logged in while in online mode, you will not be able to successfully login while in offline mode. You first need to login while in online mode (unchecked), then log out, check the "work offline" box, and proceed to use your new credentials to login.

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