If you are unable to sign in to FacilityOS or any of its modules, follow the troubleshooting steps below to resolve the issue.
Common scenarios related to this issue
- You see the message, “An unhandled error has occurred. Reload”.
- The page is stuck on "Welcome to FacilityOS! Signing in...".
Make sure you are using the correct sign-in page
Delete your browser cache and cookies, then hard refresh the page
Cached data can sometimes cause loading or authentication issues. If you use Microsoft Edge or Google Chrome, follow the steps below.
- Open Microsoft Edge or Google Chrome.
- On your keyboard, press and hold ctrl+shift+delete (or if you are using a Mac, command+shift+delete) to open the "Delete browsing data" settings.
- Select a time range. We recommend selecting All time.
- Select the following data to delete:
- Browsing history
- Download history
- Cookies and other site data
- Cached images and files
- To delete the selected data, do one of the following:
- In Microsoft Edge, click Clear now.
- In Google Chrome, click Delete data.
- To perform a hard refresh, on your keyboard, press and hold ctrl+shift+R (or if you are using a Mac, command+shift+R).
Turn off your browser extensions
A browser extension might be stopping you from signing in. Try turning off your extensions, then check if you can sign in. If this works, turn your extensions back on one by one and try signing in each time to find out which one is causing the issue.
To learn how to turn off your extension, see one of the articles below for your browser:
- Google Chrome: Install and manage extensions
- Microsoft Edge: Add, turn off, or remove extensions in Microsoft Edge
Try a different browser
Open the FacilityOS sign-in page in a different browser and sign in.
You can try using the following browsers:
Uninstall VPN software
If you have VPN software on your device, try uninstalling it, then restart your device, and check if you can sign in. If this solves the issue, but you still need the software, reach out to your IT department.
Connect to a different network
Your current network may be restricting access to FacilityOS. Try connecting to a different network, then check if you can sign in. If this solves the issue but you must use the original network, reach out to your IT department.
Restart your device
Restarting your device can help clear temporary system or browser issues. After restarting your device, try the troubleshooting steps above again.
- To learn how to restart a Windows PC, see Microsoft's article Restart (reboot) your PC.
- To learn how to restart a Mac, see Apple's article Shut down or restart your Mac.