Troubleshooting Login Issues

Overview

If you’re experiencing login issues, here are some troubleshooting recommendations. 

Prerequisite

Before you can log in, you need to be invited to an Organization or Project within OpenSpace.

Preferred browser:

• Google Chrome is the preferred web browser for accessing our platform. If you don't have it installed, you can download Google Chrome here. It’s safe and free to use.

Regional access: 

• Make sure you’re signing in to the correct server for your account. If you have access to multiple servers, selecting the wrong one may prevent you from seeing the expected content. 

First-time login:

• If this is your first time logging in, your account invitation from OpenSpace may have expired. To resolve this, select Forgot Password—you’ll receive an email with instructions.
• If you have not received your account invitation email from OpenSpace and you’re sure you’ve been invited to a project, it’s possible your IT team may be filtering out.  

Returning users:

• If you’ve logged in before but are now unable to, try resetting your password using the Forgot Password option.
• If you received an “Oops!, something went wrong” error message, the reason is usually due to cached data in your browser or app. Follow these steps, based on your login method:
  • Desktop—Chrome (Note that menu wording and navigation may slightly differ on your Chrome version.)
    • Click the three dots in the top right corner of Chrome.
    • Click Delete browsing data.
    • In the Delete browsing data window, select All time to ensure all cached data will be removed.
    • Next check the Cookies and other site data and Cached images and files boxes.
    • Click Delete data.
    • Now close and reopen the browser for the changes to take effect.
  • iPhone—Safari
    • Open Settings on your iPhone.
    • Scroll down and tap Apps, then tap Safari.
    • Tap Clear History and Website Data.
    • Select All history and toggle on Close All Tabs. Then tap Clear History to confirm.
    • Next, force-quit the OpenSpace app by swiping up from the bottom of the screen to open the app switcher. hen swipe the OpenSpace app card upward to close it.
    • Reopen the OpenSpace app and log in again.
  • Android—Chrome
    • Step 1—Clear Chrome browser data:
      • Open Chrome and tap the three-dot menu in the top right.
      • Select History, then tap Delete browsing data.
      • Set the time range to All time.
      • Check all of the following: Browsing history, Tabs, Cookies and site data, and Cached images and files.
      • Tap Delete data to confirm.
    • Step 2—Force-stop the OpenSpace app:
      • Open your phone's Settings app.
      • Tap Apps (also labeled Apps & notifications or Manage Apps on some devices). Tap See all apps if needed.
      • Select OpenSpace, then tap Force Stop and confirm with OK.
      • Reopen the OpenSpace app and log in again.

Account locked:

• If you receive a message stating that your account has been locked, this usually means you entered an incorrect password too many times. Resetting your password will automatically unlock your account, and a password reset email will be sent to you.

SSO (single sign-on) users:

• If you have SSO enabled, password resets must be handled by your IT team. Please reach out to them for assistance.

Still need help?

If you were unable to resolve your login issue, no worries. Simply provide the OpenSpace Support team with the email address of the user experiencing the issue, a full-page screenshot of the error message, and the steps you’ve already taken trying to resolve the issue.

If you have any additional questions please reach out to the OpenSpace Support team at support@openspace.ai.