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Troubleshooting Issues Signing In

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David N

When trying to log in to an Arcoro application, you may encounter some difficulty. To better help you, here are some troubleshooting steps that you can try.

Check The URL

Confirm Your Username & Password

Double-check and confirm that the username and password that you are trying to sign in with matches the username and password that has been set up for you in Arcoro.

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 for an extended period, 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 for an extended period, 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, you can double-check your username and password there. 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 has changed, 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 ever 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 provided the steps below for popular web browsers. 

Chrome - Hard Refresh

  1. While viewing the website/webpage you are having trouble with, press SHIFT + F5 on your keyboard. The page should refresh 
  2. If your issues persist, proceed with clearing your cookies/cache with the steps below.

Chrome - Clear Cookies/Cache

  1. At the top of the browser window, click the 3 dots in the upper right corner.
  2. Go To: More Tools > Clear Browsing Data
  3. You should see the following options:
    • Browsing history
    • Cookies and other site data
    • Cached images and files
  4. From the "Time range" drop-down menu, you can choose the period of time for which you want to clear cached information. To clear your entire cache, select All time.
  5. Click CLEAR DATA.
  6. Exit/quit all browser windows and re-open the browser.

Mozilla Firefox

  1. From the History menu, select Clear Recent History.
    • If the menu bar is hidden, press Alt to make it visible.
  2. From the Time range to clear: drop-down menu, select the desired range; to clear your entire cache, select everything.
  3. Next to "Details", click the down arrow to choose which elements of the history to clear; to clear your entire cache, select all items.
  4. Click Clear Now.
  5. Exit/quit all browser windows and re-open the browser.

Safari 8 or Later

  1. From the Safari menu, select Clear History... or Clear History and Website Data....
  2. Select the desired time range, and then click Clear History.
  3. Go to Safari > Quit Safari or press Command-Q to exit the browser completely.

Microsoft Edge

  1. In the top right, click the Hub icon (looks like star with three horizontal lines).
  2. Click the History icon (looks like a clock), and then select Clear all history.
  3. Select Browsing history, then Cookies and saved website data, and then Cached data and files. Click Clear.
  4. After the "All Clear!" message appears, exit/quit all browser windows and re-open the browser.

Microsoft Internet Explorer 11

  1. Select Tools > Safety > Delete browsing history....
    • If the menu bar is hidden, press Alt to make it visible.
  2. Deselect Preserve Favorites website data, and select:
    • Temporary Internet files or Temporary Internet files and website files
    • Cookies or Cookies and website data
    • History
  3. Click Delete. You will see a confirmation at the bottom of the window when the process is complete.
  4. Exit/quit all browser windows and re-open the browser.

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)”

then we would advise trying to log in to Arcoro from an alternate web browser such as Microsoft Edge, Mozilla Firefox, Google Chrome, or Apple Safari.

404 Error

If you are receiving a 404 error, you can try going to the sign-in page and signing in again. If you continue to have trouble navigating throughout Arcoro, then try using the original sign-in page.

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 gather this web browser data, known as a HAR file, are detailed below. Once you have the data, you can submit the HAR file and any screenshots of the errors through the following link to request assistance

Google Chrome

  1. Navigate to the web page that is presenting the issue.
  2. Open the Developer tools with any of the methods below:
    1. Right-click anywhere on the web page and click Inspect.
    2. Press F12 on your keyboard.
    3. While in the Chrome Menu bar, go to More Tools > Developer Tools.
  3. The developer tools should open at the bottom or the side of the web browser. Click the Network tab.
  4. Click the Record button and check the box to Preserve Log. If you need to clear out any existing
    logs in the Network tab, press the Clear button.
  5. Reproduce the issue.
  6. If you are able to capture the issue, right-click in the bottom portion of the Network tab to open
    a menu, click “Save all as HAR with Content,” and save the HAR file to your PC.
  7. Pass the HAR file to the necessary parties.

Mozilla Firefox

  1. Navigate to the web page that is presenting the issue.
  2. Open the Web Developer|Network menu with any of the methods below:
    1. Right-click anywhere on the web page and click Inspect Element. Then click on the Network
      tab.
    2. Press Alt on your keyboard to show the top menu bar, go to Tools > Web Developer >
      Network
    3. Press the menu button in the top right, go to Web Developer > Network
    4. Press F12 on your keyboard then click on the Network tab.
    5. Press CTRL + SHIFT + E on your keyboard.
  3. Firefox automatically starts recording as you perform actions.
  4. Reproduce the issue.
  5. If you are able to capture the issue, right-click in the bottom portion of the Network tab to open
    a menu, click “Save all as HAR,” and save the HAR file to your PC.
  6. Pass the HAR file to the necessary parties.

Microsoft Edge

  1. Navigate to the web page that is presenting the issue.
  2. Open the Developer tools with any of the methods below:
    1. Press F12 on your keyboard.
    2. Right-click anywhere on the webpage and click Inspect Element.
  3. A small window should open. Click the Network tab.
  4. If Edge has recorded any unnecessary data, clear the session.
  5. Click the small green Play button to begin recording if Edge does not start recording
    automatically.
  6. Reproduce the issue.
  7. If you are able to capture the issue, click the Save button (floppy disc icon next to Stop button),
    and save the HAR file to your PC.
  8. Pass the HAR file to the necessary parties.

Internet Explorer

  1. Navigate to the web page that is presenting the issue.
  2. Open the Developer tools with any of the methods below:
    1. Press F12 on your keyboard.
    2. Click the Gear icon in the top right and click F12 Developer Tools.
  3. The developer tools should open at the bottom or the side of the web browser. Click the
    Network tab.
  4. If Internet Explorer has recorded any unnecessary data, clear the session.
  5. Reproduce the issue.
  6. If you are able to capture the issue, click the Save button (floppy disc icon next to Stop button),
    and save the HAR file to your PC.
  7. Pass the HAR file to the necessary parties.

Safari 8

  1. Check to see if you have the "Develop" option in the menu bar at the top of your web browser.
    1. If you do not see it, go to Safari, click on Preferences, click on Advanced, and enable
      "Show Develop Menu in Menu Bar."
  2. Navigate to the web page that is presenting the issue.
  3. Go to Develop in the menu bar and click Show Web Inspector.
  4. Click the Network tab.
  5. Reproduce the issue.
  6. If you are able to capture the issue, click the Export button, and save the HAR file to your PC.
  7. Pass the HAR file to the necessary parties.
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