Beta will not recognize email/password
Chris Dulin
via web
I have just signed up for beta version Time Tracker. I can not log in, I can not get the password resent because it doesn't recognize my email. I can't resign up because it says the email is already taken. Where do I go from here.
Support Staff 2 Posted by Simon on 03 Mar, 2011 04:04 PM
In your email, you should have gotten a confirmation email to activate your Time Tracker Account. You may want to check your Junk & Spam Mail folders for that as well.
3 Posted by Christopher Dulin on 03 Mar, 2011 09:49 PM
Ok my user name and password work, but I just get a page that I can not enter anything. When I click on timesheets it gives a bunch of code.
4 Posted by Chasity on 09 Mar, 2011 03:39 PM
My username and password will not even work.
5 Posted by Chris Dulin on 09 Mar, 2011 03:46 PM
I have signed in and signed up one time tracker user, it is the same problem. It displays a page that I can't enter any info and if I click timesheet, all I get is code.
Support Staff 6 Posted by Simon on 09 Mar, 2011 03:54 PM
What web browser are you using when logging into Time Tracker? I would like to try and replicate that on my side with my test Time Tracker.
7 Posted by starwoodcb on 09 Mar, 2011 03:55 PM
Hey Chris,
Acclivity has been working on this issue for me for about 4 weeks now and still no progress. I have set up devices and synced and when it is time to set up the screen says Device name is not recognized. Very frustrated!
Let me know if you make any progress and I will do the same.
-----Original Message-----
From: Chris Dulin <***@tenderapp.com>
To: starwoodcb <***@aol.com>
Sent: Wed, Mar 9, 2011 5:48 am
Subject: Re: Beta will not recognize email/password [Time Tracker]
8 Posted by starwoodcb on 09 Mar, 2011 03:56 PM
Safari as Account Edge is our MAC based product.
-----Original Message-----
From: Simon <***@tenderapp.com>
To: starwoodcb <***@aol.com>
Sent: Wed, Mar 9, 2011 5:54 am
Subject: Re: Beta will not recognize email/password [Time Tracker]
9 Posted by Chris Dulin on 09 Mar, 2011 04:01 PM
I have been using Safari and Camino and get the same results.
10 Posted by starwoodcb on 09 Mar, 2011 04:09 PM
AccountEdge Device name not found in Dropbox folder. Please enter the valid Device name and continue.
This is my problem, every attempt this is the message I get.
-----Original Message-----
From: Simon <***@tenderapp.com>
To: starwoodcb <***@aol.com>
Sent: Wed, Mar 9, 2011 5:54 am
Subject: Re: Beta will not recognize email/password [Time Tracker]
11 Posted by Todd on 09 Mar, 2011 04:29 PM
Hi starwoodcb, Chris, and Chasity,
I think you are each reporting different issues-ones that I've been trying to resolve. I'd like to help each of you, but doing so here may be difficult and I have questions for you. While we can't reliably replicate these issues, we know you guys aren't crazy, so it may take some additional research and I'd like to contact you outside the forum, perhaps share screens and get you setup.
Doing so on the phone will certainly help and your experience will go toward improving the service while we're still in beta.
Can you each email me at: partners at acclivitysoftware dot com and give me your email or phone details and I will contact you.
Thanks for your patience,
Todd at Acclivity
12 Posted by starwoodcb on 09 Mar, 2011 04:33 PM
Todd my email is ***@aol.com or you can reach me at 843-236-4000.
I appreciate your help.
-----Original Message-----
From: Todd <***@tenderapp.com>
To: starwoodcb <***@aol.com>
Sent: Wed, Mar 9, 2011 6:29 am
Subject: Re: Beta will not recognize email/password [Time Tracker]
13 Posted by Todd on 09 Mar, 2011 05:14 PM
Hi Chasity/Starwoodcb,
Great speaking with you and even better that we got you going.
Just to recap for others watching who may have a similar issue:
When you first sign up for TT as the Admin be sure you click the link in the Admin email you receive immediately upon sign up and setup your AccountEdge device name, Dropbox email, and password. Without that, TT and AE and DB can't speak to each other. We've had several cases where the admin signs up but for whatever reason never gets DB connected to AccountEdge and Time Tracker.
We're working on improving that workflow so your feedback is very helpful.
Good luck with Time Tracker,
Todd at Acclivity
14 Posted by Chasity on 09 Mar, 2011 05:20 PM
Thank you Todd for your efforts in getting Time Tracker to work correctly!!!!
We are very excited to begin using the application.
Chasity
15 Posted by starwoodcb on 17 Mar, 2011 05:17 PM
Hi Todd,
I am having trouble logging into the Time tracker Admin login page. It is not accepting my email/password.
Would you mind helping me out with this?
Thanks,
Chasity
-----Original Message-----
From: Todd <***@tenderapp.com>
To: starwoodcb <***@aol.com>
Sent: Wed, Mar 9, 2011 7:14 am
Subject: Re: Beta will not recognize email/password [Time Tracker]
16 Posted by Todd on 17 Mar, 2011 06:22 PM
Hi Chasity,
Just this past hour or two we've been monitoring Dropbox, seems our link to their server via their api's has been up and down. I'd suggest waiting a little bit and trying, I just tried connecting and its working right now. Also, be sure you are going to the admin URL, not the user URL and that your logging in as the Admin (just in case....kinda saying "is the cable box plugged in?").
Todd at Acclivity
17 Posted by Matthew Bookspan on 20 Jun, 2011 09:04 PM
Seems like the DropBox connection is down - can’t sign-in and I am currently evaluating the service (not a good way to start). In fact, this is the 2nd time in two days. Can’t run our business with the service not having stability.
Maybe we could see a “Trust” page from Acclivity showing when the service is up/down? Helps to better set expectations...
Thanks,
Matthew
Support Staff 18 Posted by Jamie on 20 Jun, 2011 09:26 PM
Matthew
I will have someone from support contact you regarding this issue. The service should not be down.
19 Posted by Matthew Bookspan on 20 Jun, 2011 09:32 PM
Thanks!
Support Staff 20 Posted by Jamie on 21 Jun, 2011 05:35 PM
Matthew
I was notified that after some work this morning you and support were able to get everything linked up correctly. It appears as if the password may have been the cause of it, if anyone else experiences this issue make sure the password falls within 6-15 characters.
21 Posted by Matthew Bookspan on 21 Jun, 2011 05:38 PM
This is correct. The UI doesn’t reflect it in TT and it should. The problem is that users might have DropBox passwords longer than 15chars. Asking them to change their password is not a great solution. Maybe this is something Acclivity can fix in the future.
Also, props to Andy in support. He did a great job.
Support Staff 22 Posted by Scott on 21 Jun, 2011 05:54 PM
We're taking a look at it. Agree, we should have the same limits as Dropbox. Thanks for your patience in figuring out the root cause.