Receiving a second user credential popup when logging in to the portal

Getting a second user credential pop up when logging in to the portal

Problem:

When logging in to the Application Portal, and click on an application to launch, you receive a second credential box like this one: 

Reason:

There are multiple reasons this may happen: 

1- You are running Windows 7, and are missing some patches.
2- You are not using Internet Explorer browser. please note that Windows 10 comes by default with Microsoft Edge browser, which has an icon that looks similar to Internet Explorer.  (most common problem)
3- Could be a transient problem which will require you to enter your credentials the second time, only once.
4- Internet Explorer sometimes has some corruption in its settings, which causes it not to function correctly. 

Resolution:


Please follow the steps to resolve this issue in the order that they appear below. 
Please note that Windows XP Operating Systems are no longer supported.

1- (Run only if Operating System is Windows 7, otherwise, skip this step) Install the necessary patches on your computer. Please make sure to have all Windows Updates are installed, and in addition, please run the System Checker. (Download and "Run As Administrator" on your computer). Depending on the need for patches, this process may take up to 20 minutes, and may require a computer reboot. 

2- If you have followed the instructions from the provisioning email and have a shortcut on your desktop called "gotomyerp Application Portal - hostedxxxxxxx.gotomyerp.com" you probably do not need to follow this step.

If you do not have the shortcut on the desktop, please make sure you are using Internet Explorer as the browser for the portal.


Microsoft Edge, and Microsoft Internet Explorer have similar looking icons. Only the latter will work. 
Microsoft Edge icon: 
Microsoft Internet Explorer icon: 


3- Add application portal to trusted sites

  1. Open Internet Explorer
  2. Click on the Gear on the top right, and select "Internet Options"
  3. Click on the "Security" Tab
  4. Click on "Trusted Sites"
  5. Click on "Sites"
  6. Click to clear the check mar "Require server verification (https:) for all sites in this zone"
  7. Under Add this website to the zone type *.gotomyerp.com and click on add
  8. If your portal is other than gotomyerp.com, then add *.yoursite.com
  9. Click CLOSE and then OK
If *.gotomyerp.com is already in the trusted sites, please go to next step





4- If the above steps did not resolve the problem, when you receive the second login screen above, simply enter your credentials. Make sure that you put in: "HOSTED\" (without quotes) before your username. For example: HOSTED\jsmith 
If the issue persists upon re connection. (Next time you try to launch the application, please proceed with the 4th solution)

5- If that doesn't work, then the next step is to reset Internet Explorer, and rebooting your computer. Please see the illustration below to reset internet explorer. 

Please make sure to REBOOT your computer before attempting to login again.

When you launch the application portal again, you will likely receive the following bar on the bottom of your browser screen. It is important that you click "Allow"



If after following these steps, you are still having issues logging in, please contact gotomyerp Support

Navigation:
Were you sent here from the Getting Started Guided instructions? [ Go Back There ]


    • Related Articles

    • Internet Explorer Frequently Asked Questions

      Summary Often times, we receive questions about why the gotomyerp platform requires the antiquated Microsoft browser, Internet Explorer 11. In this FAQ we will address all the common questions related to that, and what alternatives you have to ...

    • Using Internet Explorer Mode in Microsoft Edge

      Description : Microsoft has removed Internet Explorer from Windows 11. However, some applications still rely on Internet Explorer to operate. Solution : Microsoft Edge now has the ability to use Internet Explorer Mode for web pages that still require ...

    • Application Portal shortcut is opening in Edge instead of Internet Explorer

      As of February 14th, 2023 Internet Explorer is no longer available on Windows 10 computers. Please refer to the following Microsoft article Internet Explorer 11 desktop app retirement FAQ - Microsoft Community Hub. We recommend using our AppDashboard ...

    • Second Credential Prompt on AppDashboard

      Summary When launching an app, a user is presented with another login credential prompt. Cause In most cases, this issue happens if your computer was left on overnight, and your connection to the hosted server times out, requiring additional ...

    • Receiving credential prompt when opening files on FileBridge

      Problem: When trying to open a file directly from the FileBridge drive, the user can sometimes receive a credential prompt upon attempting to open the file. (This mostly happens with Office documents and PDF documents).  Clicking cancel on this ...