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Troubleshooting

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
Setup
Staff
. 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
Setup
Clients
. 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.
  1. Open Microsoft Edge and select the ellipsis button and then
    Settings
    .
  2. Go to the
    Cookies and site permissions
     tab, then select
    Insecure content
    .
  3. In the
    Allow
     section, select
    Add
    .
  4. Enter
    *.thomsonreuters.com/*
     and select
    Add
    .
  5. Enter
    *.tr.com
     and select
    Add
    .
  6. Enter
    auth.onvio.us
     and select
    Add
    .
  7. Enter
    gstatic.com
     and select
    Add
    .
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).

This article applies to:

  • PRODUCT: Onvio
  • Audiences: Staff