If you are encountering any trouble when signing in to your Arcoro module, there are a couple of basic troubleshooting methods that range from confirming your details to clearing your web cache.
Table of Contents
- Looping Between Login Page and Module Selector
- Check The URL
- Confirm Your Username & Password
- Check Your Password Manager
- Clear Cookies/Cache or Hard Refresh
- Errors When Signing In
- Gather Browser Data
Looping Between Login Page and Module Selector
When trying to log in, a user may encounter a situation after signing in where you are prompted with a screen to choose an Arcoro module. After clicking an Arcoro module, the user is brought back to the login page which repeats the process.
The cause of this is generally due to either of:
- The user is not active in the respective application. An Admin should double-check the user in the respective module and that they are active within the system.
- The user has a user role for the respective module. An Admin should double-check the user has a user role that allows them to access the respective module.
Check The URL
- Use the 'Customer Login' button found on arcoro.com. You simply enter your username and password to log in. You do not need to specify the module you are logging in to.
- Make sure that you are using the appropriate company URL for ExakTime.
- The URL is typically "https://<companyID>.exaktime.com".
- If you are unsure of your Company ID, refer to the following article to help determine what your Company ID would be: What is My Company ID?
- You can also go to arcoro.com, use the 'Customer Login' button, and sign in with your username and password. You should be directed to your ExakTime account without needing your company URL.
Confirm Your Username & Password
Double-check that your username and password match the username and password set up for you in Arcoro. You can do this by viewing your previous emails sent from Arcoro to confirm your email. You may need to consult your Administrator if you do not have permission to this information.
Forgot Your Username?
If you are unsure of your username, click the Forgot Username link on the sign-in page. You will be asked for your email so we can send you your username.
If you have not received your "Forgot Username" email, you can check the following article for solutions on what to look for.
Forgot Your Password?
If you are unsure of your password, click the Forgot Password link on the sign-in page. You will be asked for your username so we can send an email to the associated email address with instructions on resetting your password.
If you have not received your "Forgot Username" email, you can check the following article for solutions on what to look for.
Check Your Password Manager
If you are using a password manager to store your username and password, double-check the username and password that has been stored. Password managers use the URL of the website to know if it should auto-fill your username/password. As the URL of the sign-in page may change, your password manager may not know that it should fill in the username/password for you.
Clear Cookies/Cache or Hard Refresh
If you are having trouble with any website not responding as you would expect, it can help to clear your web browser's cookies/cache so it will download the latest data from the website.
We have a dedicated article for clearing the cookies of popular web browsers.
Unfamiliar Errors When Signing In
If you are receiving an unfamiliar error such as:
“Too many re-directs the site cannot be reached”
“Bad Request-Request Too Long (404)”
we suggest logging in to Arcoro from an alternate web browser you do not normally use such as Microsoft Edge, Mozilla Firefox, Google Chrome, or Apple Safari to see if the issue persists. If the issues do not persist, then you may need to clear the cache/cookies of your primary web browser.
Gather Browser Data
If you continue to have trouble despite trying the suggestions listed above, we request additional data from your web browser so we can further investigate these issues. The steps to gather this web browser data, known as a HAR file, are detailed in the linked article. Once you have the data, you can submit the HAR file and any screenshots of the errors through the following link to request assistance