When logging in to the Application Portal, and click on an application to launch, you receive a second credential box like this one:
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.
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- If step 1 and/or 2 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 reconnection. (Next time you try to launch the application, please proceed with the 4th solution)
4- 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
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