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This article applies to:

  • Product: GoFileRoom
  • Subject: User account

Error: Cannot sign in to GoFileRoom

Scenario

You may encounter problems when you sign in to GoFileRoom. In some cases, the website may not respond or it may appear to freeze.

Solution

Follow these steps on a workstation with a 32-bit version of Microsoft Edge. After each step, close and reopen Microsoft Edge and try to log in again.
  1. Make sure that Microsoft Edge or Chrome is configured correctly using the GoFileRoom setup checklist.
  2. In Microsoft Edge or Chrome, go to www.gofileroom.com and select
    View Browser Requirements
    .
  3. Make sure that the
    Enabled
     column displays
    Yes
     for all applicable rows, then return to the login screen.
  4. If there are toolbars or Microsoft Edge add-ons installed, they may be interfering with the login process. To fix this, open
    Windows Control Panel
    , select
    Programs
    ,
    Uninstall a program
    , and uninstall
    Google Toolbar
     and
    Windows Live
     toolbar.
  5. For
    Windows 10 users only:
     Add the GoFileRoom folder to the list of trusted Locations in Microsoft Word and Excel.
    1. In both Word and Excel, select
      File
      ,
      Options
      , then
      Trust Center
      .
    2. Select
      Trust Center Settings
      .
    3. Select
      Trusted Locations
      .
    4. Select
      Add New Location
      .
    5. Select
      Browse
      , then go to
      C:\Program Files (x86)\GoFileRoom
       and select
      OK
      .
    6. Mark the
      Subfolders of this location are also trusted
       checkbox and select
      OK
      .
  6. Follow these steps to manually clear your browser's cookies and cache.
    1. In Microsoft Edge, select
      Tools
      , then
      Internet Options
      , or in Chrome select Customize and control Google Chrome,
      More tools
      , then
      Clear browsing data
      .
    2. In Microsoft Edge, select
      Settings
       in the
      Browsing history
       section of the
      General
       tab.
    3. Select
      View Files
      , then delete all of the files in this folder.
    4. Close and reopen Microsoft Edge or Chrome.
  7. Sign in to GoFileRoom.
If the issue persists, follow these steps.
  1. Go to www.gofileroom.com/server.asp in Microsoft Edge or Chrome.
  2. Note the server name listed.
  3. Follow the previous steps to clear your browser cookies and cache again.
  4. Go to www.gofileroom.com/server.asp in Microsoft Edge or Chrome again.
  5. Note the server name listed.
    • If the server name is different than noted in step 2, test GoFileRoom performance.
    • If the server name is the same as noted in step 2, restart your computer and sign in to GoFileRoom again.
  6. Check the Online Product status page to determine if login issues have been reported.

Virtual Office CS and Software as a Service (SaaS) users

Follow these steps to clear your temporary internet files:
  1. Open Microsoft Word in Virtual Office CS.
  2. Enter
    www.google.com
     then use Ctrl + Shift + Delete.
  3. Clear the
    Preserve favorites
     checkbox and mark the
    Temporary files
     checkbox.

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