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dan-ryan avatar image
dan-ryan asked ·

Login Failed

"Login Failed - Cannot obtain important account information because of a server error."  I have multiple users in the office at the moment who are not experiencing issues.  However, one person is receiving the following error when they attempt to login to the website.  They are able to login in on their mobile app but not from the desktop.  Has anyone experienced this issue?  Any ideas?
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saadet.swift avatar image
saadet.swift answered ·
Hey Dan,

Do you have a screen shot of the error message?

What Internet Browser are you using? Have you cleared cache and cookies?
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mike-fawaz answered ·
My company just converted all of our users over to RingCentral over this weekend. Out of our 3 physical office locations, all the users at only one of my offices are experiencing this issue with the desktop app. Sometimes it logs right in, other times to alternatives between different network errors. We are utilizing a Fortigate firewall at this location, but I have been unable to pin point an issue on the firewall. It does not appear to be blocking any traffic either. Any assistance would be greatly appreciated. 


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It does indeed sound like a network issue.  I'm not sure if you've seen this, but the best place to start troubleshooting is to make sure your network is set up correctly as explained in this document. 
Expanded Version: RingCentral Network Requirements and Recommendations

If you're confident that everything is correct, but still having issues, then you'll want to open a support case include the user details and exact error messages, screenshots etc. 

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