Error: "Unexpected error occurred" when signing into Onvio
Scenario
You may receive this error when signing into Onvio.
Error message
Unexpected error occurred
Solutions
Verify the password reset process is complete.
Use the
Reset Password
link on the Onvio sign in
screen to reset the password. If you don't complete the steps in the password reset email, this error will occur.Review your browser settings.
This error can be caused by browser settings. If you receive this error, and are not attempting to reset your password, try a different browser to see if you can log into Onvio. If you are able to log into Onvio on a different browser try to delete temporary internet files or cached files on your preferred browser and try to sign in again.
Turn Onvio Access off and then on again.
For clients and staff you can turn off and turn back on access to Onvio to resolve this error. Follow these steps based on who is receiving the error.
Staff:
Go to . Edit the staff member and go to the Onvio Access
tab. Change Onvio Access
to off and change back to on. This will send a new registration email for the staff member. Client:
Go to . Edit the client and go to the Client Center Access
tab. Turn off and turn on the switch under Client Center
. This will send a new registration email for the client.Add trusted sites.
Adding "*.thomsonreuters.com/*", "*.tr.com/*", "auth.onvio.us", and "gstatic.com" to the Trusted Sites list in Internet Explorer may help resolve this issue. To do so, complete the following steps.
- Open Microsoft Edge and select the ellipsis button and thenSettings.
- Go to theCookies and site permissionstab, then selectInsecure content.
- In theAllowsection, selectAdd.
- Enter*.thomsonreuters.com/*and selectAdd.
- Enter*.tr.comand selectAdd.
- Enterauth.onvio.usand selectAdd.
- Entergstatic.comand selectAdd.
To rule out any additional connection issues, we recommend working with your professional IT staff to add the *.thomsonreuters and auth.onvio.us domains to your email client's approved senders list and to your firewall's exceptions (or allowlist).
