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Error Message "Couldn't Enroll Your Device" or Login attempt has "timed out"

Table of Contents:

I. Error Message "Couldn't Enroll Your Device"

II. Error Message Login Attempt has "timed out"

I. Error Message "Couldn't Enroll Your Device": If you are attempting to set up your verification through one of the apps (Auth0 Guardian or Google Authenticator) and receive the message "Couldn't Enroll Your Device" when attempting to scan the QR Code, this error is presented when the incorrect application was selected from the menu and/or used to scan the QR code.  

1. Be sure if you downloaded the Auth0 Guardian app to your mobile device, that you choose Notification via Auth0 Guardian app on the 'Other Methods' screen on your desktop: 

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2. Then be sure you scan the QR code using the Auth0 Guardian app and not your camera or a different app.  

If using the Google Authenticator, be sure to select Google Authenticator or similar on the 'Other Methods' screen, and scan the QR code with the Google Authenticator app. 

II. Error Message Login Attempt has "timed out":

  • The user took too long logging in.  The user can complete the below steps before attempting to log in again:
    1. Clear your browser cache via the instructions in the following link:  Clearing Your Browser Cache : FileTrac Support (freshdesk.com)
    2. Check that you are using either Microsoft Edge or Google Chrome.  Due to heightened security and tighter restrictions against cyber attacks, we do recommend using the most up to date browsers and computer systems as FileTrac may not operate properly, or at all, on certain systems that have not been verified or that are out of date.  
      • If using Edge, switch to Chrome, or vice versa.  If you do not experience the error while using a different browser, this would indicate that there is a setting or extension on your browser that could be causing the error.  If you wish to continue using the browser you are having the error with, you will need to contact your IT department or an IT specialist for further assistance.  
    3. If using Chrome, disable extensions.  Now that more tasks are completed online, there is an increasing number of apps and browser extensions that have been found to disrupt many programs including the FileTrac system.  Usually this is done due to the amount of data and information these apps and/or extensions use.
      • In Chrome, you can view the installed Extensions by entering chrome://extensions/ into the address bar.  Chrome by default has installed Extensions, such as 'Docs', 'Sheets', 'Slides', 'Google Docs Offline', but if there are any other extensions installed, you may try disabling those to see if there is any improvement.
    4. Set your browser to allow for cookies from your company's website by adding your Company's web address to your cookies list in your browser.
      • In Microsoft Edge: Enter <edge://settings/content/cookies> into your browser.  Then click on Add under the 'Allow' Category and add your company's FileTrac URL.
      • In Google Chrome: Enter <chrome://settings/cookies> into your browser.  Then click on Add under the 'Sites that can always use cookies' Category and add your company's FileTrac URL.  Example Web Address listed below:
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    5. Add an exception to the firewall or antivirus program on your computer for your Company's FileTrac Web Address (see Example Web Address above).  If you need assistance with this, you will need to contact either your IT department or the Customer Support for your specific antivirus program.  
  • The clock on the user's computer may be ahead a few minutes.  Make sure that the date, time, and time zone Settings on your computer are correct.  


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