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Login Error "Oops, something went wrong"

**IMPORTANT Note: If you are receiving the "Something went Wrong" error message while attempting to RESET your password, see Section III, Step 3 in the following link:

Incorrect LoginID/Password; Resetting Password : FileTrac Support (freshdesk.com) 

If you are receiving the error message "Oops!, something went wrong" (screenshot below) when clicking on a link or bookmark for your company's FileTrac system:

Complete the following steps:

1. Log out of all FileTrac accounts/systems that you are currently logged into by clicking on the 'Logout'.

2. Close all tabs and windows.  If you were using a bookmark, delete the bookmark that caused the error.

3. Click on the URL (Web Address) link (or manually enter the URL) that was provided to you by your company.  Do NOT use an existing bookmark.

4. If the login credentials auto-populate when you click on your company's link, clear them out and enter them manually.  Be sure you are using the correct Filetrac web address and login credentials for that company (if you work for multiple companies, your login credentials and FileTrac web address may differentiate for each system/account).  

If you are unable to clear out the auto-populated credentials or enter your credentials, you will need to clear your browser's cache.

Link to Instructions on how to Clear your Browser Cache:

Clearing Your Browser Cache : FileTrac Support (freshdesk.com) 

5. Once you have successfully logged into your FileTrac account, you may then bookmark the Alerts page.  If you work for multiple companies, it would be best to name the bookmark accordingly (ex: 'Company Name' FileTrac System).  

6. Make sure that your computer's clock is correct for date, time, and time zone.  If these settings are off on your computer, it is considered a security risk and will prevent an authenticated login. 

If your computer is managed by your IT Department, you may need to reach out to your IT Department to gain access to these settings and/or have them corrected.

7. Set your browser to allow for cookies to your company's FileTrac Web Address by adding the URL to your cookies list in your browser. 

Microsoft Edge: Enter the following into your address bar   <edge://settings/content/cookies> then click on Add under the 'Allow' Category

Google Chrome: Enter the following into your address bar <chrome://settings/cookies> then click on Add under the 'Sites that can always use cookies' Category

8. An antivirus on your computer could be blocking your access to the FileTrac URL.  You will need to add an exception for your company's FileTrac URL to your firewall or antivirus program.  If you need assistance with this, please contact your company's IT department or the customer support for the specific antivirus program that is on your computer. 

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