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Troubleshoot: Issues signing in to SurePrep FileRoom
In certain instances, you may experience issues logging in to SurePrep FileRoom. Depending on the issue, you may be able to resolve the issue based on the error that appears when you attempt to sign in.
You can troubleshoot the following issues:
- Incorrect Password / Miscellaneous
- Incorrect Password (Account Locked)
- Location Restriction (IP Authentication)
- The firm does not use Single Sign-On (SSO)
note
If you are unable to resolve your issue then contact SurePrep Support for assistance.
Incorrect password/miscellaneous
You will see the following message if the FileRoom sign in credentials are incorrect or there is a miscellaneous error:
Sign in failed. Try again.
Solution
Verify that
Firm ID
, Username
, and Password
are entered correctly. If you forgot your Firm ID
and/or Username
then contact your Firm System Administrator. The Password
field is case-sensitive. Verify the password is capitalized correctly.If you forgot your FileRoom password, then use the password reset feature.
Go through the following checklist. If you are still unable to resolve your issue then contact SurePrep Support.
Sign checklist
- Entered both records correctly:
- Email address
- Password
- Have an administrator user confirm that your account is NOT disabled in FileRoom..AdminUsersUser ManagementStatus
- Have an administrator user confirm you have permission to access the SurePrep FileRoom.. .AdminUsersUser Group ManagementPermission
Incorrect password (account locked)
If you enter an incorrect password 5 successive times for a user name, then you will be locked for 30 minutes. The following message will appear at the top of the sign in window informing you that the account has been locked:
Your account has been locked since you have exceeded the permissible number of attempts to sign in. Try again after 30 mins or contact your firm's system administrator to re-activate your account.
Solution
If your account is locked, then you can wait 30 minutes and then try again. However, if you forgot your account password or if your account is locked, then you can use the password reset option to create a new password.
Location restriction (IP Authentication)
If your firm enables IP Authentication restriction, then you can only sign in from IP addresses approved by your firm. You will see the following message when attempting to sign in from an unauthorized location:
Access to SurePrep is not available from this location. Contact your firm's system administrator or contact SurePrep.Support@thomsonreuters.com for further assistance.
Solution
Contact your Firm System Administrator to add your IP address location to the allowlist in
Account Admin
.This article applies to:
- Product: SurePrep
- Subject: User account
Related Content
-
Sign in to FileRoom (standard sign-in)
Format:
Article,
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