In response to a known issue, we have put together troubleshooting steps to correct a ‘Login failed’ error. Please attempt the below steps to correct the issue before reaching out to TG Support.
Windows OS
Step 1: Exit out of the TraceGains login page/close the tab.
Step 2: Navigate to your system clock settings. For example, in Windows 11: Start > Settings > Time & Language > Date & Time
Step 3: Synchronize your clock. For example, in Windows 11, click ‘Sync now.’
Fig 1: Example clock synchronization settings navigation using Windows 11
Step 4: Navigate back to https://gather.tracegains.com/access to log in.
Step 5: Log in with your active credentials.
MacOS
Step 1: Exit out of the TraceGains login page/close the tab.
Step 2: Navigate to your system clock settings: Settings > General > Date & Time.
Step 3: Ensure that your time zone is correct and that the following settings are toggled ON:
- Set time and date automatically
- Set time zone automatically using your current location.
Fig 2: Navigation to Date & Time settings in MacOS
Step 4: Navigate back to https://gather.tracegains.com/access to log in.
Step 5: Log in with your active credentials.
Final Steps
After synching your system clock, the issue should be resolved. If this process was unsuccessful, please submit a support ticket.