Error: User authentication failed

Scenario

You may get the following error message when you attempt to log in to
Engagement Manager
.
User authentication failed.
To solve this error, try the following solutions in order.

Solution 1: re-enter your login credentials

  1. Close all internet browser sessions.
  2. Re-open your internet browser.
  3. Go to the
    Engagement Manager
    login page.
  4. Enter valid login credentials.
  5. Select
    Sign In
    .

Solution 2: log in to GoFileRoom

  1. Open your internet browser and log in to
    GoFileRoom
    .
  2. If you're able to log in, select
    Applications
    then
    Engagement Manager
    to open
    Engagement Manager
    in a new tab.
  3. If you're unable to log in, ask a
    GoFileRoom
    administrator in your firm to review the error message generated by the application.

Other solutions

  1. Check that you've entered the correct username and password.
  2. Ask a
    GoFileRoom
    administrator to check that you are named as an
    Engagement Manager
    user in
    GoFileRoom
    . To check this, the administrator will need to select
    Administration
    ,
    Manage Users and Groups
    , then select the
    Users
    tab.
  3. Ask a
    GoFileRoom
    administrator to check that you have access to the Clients drawer and have the appropriate Group Permission. To check this, the administrator will need to select
    Administration
    ,
    Manage Users and Groups
    , then
    Groups
    .
  4. Check if your firm has made any IP restrictions which can cause this message in
    Engagement Manager
    .
  5. Check if your firm has an unpaid invoice for
    Engagement Manager
    or
    GoFileRoom
    . Sign in to MyAccount at cs.thomsonreuters.com and make sure to pay any outstanding invoices.
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