Error: User authentication failed

Scenario

User authentication failed.

Solution 1: re-enter your login credentials

Close all internet browser sessions.
Re-open your internet browser.
Go to the
Engagement Manager
login page.
Enter valid login credentials.
Select
Sign In
.

Solution 2: log in to GoFileRoom

Open your internet browser and log in to
GoFileRoom
.
If you're able to log in, select
Applications
then
Engagement Manager
to open
Engagement Manager
in a new tab.
note
If there's no
Engagement Manager
option in the
Applications
list, ask a
GoFileRoom
administrator to enable
Engagement Manager
for your user account.
If you're unable to log in, ask a
GoFileRoom
administrator in your firm to review the error message generated by the application.

Other solutions

Check that you've entered the correct username and password.
Ask a
GoFileRoom
administrator to check that you are named as an
Engagement Manager
user in
GoFileRoom
. To check this, the administrator will need to select
Administration
,
Manage Users and Groups
, then select the
Users
tab.
Ask a
GoFileRoom
administrator to check that you have access to the Clients drawer and have the appropriate Group Permission. To check this, the administrator will need to select
Administration
,
Manage Users and Groups
, then
Groups
.
Check if your firm has made any IP restrictions which can cause this message in
Engagement Manager
.
Check if your firm has an unpaid invoice for
Engagement Manager
or
GoFileRoom
. Sign in to MyAccount at cs.thomsonreuters.com and make sure to pay any outstanding invoices.
note
Allow 24 to 48 hours for online payments to process.