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Errors

Error: Cannot log in

Scenario

At times you may find that Engagement Manager does not respond or appears to freeze when you log in.

Solution

  1. Go to Thomson Reuters' System Status page to check if log in is affected by a temporary system problem.
  2. Go to the Engagement Manager sign-in page, select
    View Browser Requirements
     from the footer, and check that your system meets the requirements.
  3. Check that your internet browser is configured according to the Engagement Manager setup article.
  4. Uninstall any toolbars or add-ins that have been added to your internet browser to check if they interfere with your log in.
  5. Take the following steps in
    Microsoft Word
     and
    Excel
    :
    1. Select
      File
      , then
      Options
    2. Select
      Trust Center
    3. Select
      Trust Center Settings
    4. Select
      Trusted Locations
    5. Select
      Add New Location
    6. Use
      Browse
       to find
      C:\Program Files\(x86)\GoFileRoom
      , then select
      OK
    7. Mark the
      Subfolders of this location are also trusted
       checkbox, then select
      OK
  6. Clear your internet browser's cookies and cache, then close and re-open your browser.
  7. If the problem persists:
    1. Go to
      www.gofileroom.com/server.asp
       and make a note of the server name.
    2. Clear your internet browser's cookies and cache again.
    3. Return to
      www.gofileroom.com/server.asp
       and check the server name. If it's the same, restart your workstation and try to log in again.
  8. Take the following steps if you use
    Virtual Office CS
     or
    Software as a Service (SaaS)
    :
    1. Open
      Microsoft Word
       in
      Virtual Office CS
      .
    2. Enter
      www.google.com
      , then press
      Ctrl
       +
      Shift
       +
      Delete
      .
    3. Clear the
      Preserve favorites
       checkbox.
    4. Mark the
      Temporary files
       checkbox.

This article applies to:

  • Product: Engagement Manager
  • Subject: Password, User account
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