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Sync log in

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tony_bevan

30 May, 2011 09:34 AM

Hello,
I have signed up for the sync service which has worked fine for a few days. I logged out and now it won't le me log back in. You server recognises me because it shows my use name in the top left hand corner but it says "failed sync". I've tried the obvious password change etc

Any suggestions ?

Thanks

1. Support Staff 1 Posted by Admin on 31 May, 2011 12:08 PM

   

   Hi Tony,

   Could you please let me know the exact message it says please? I'll see what that means for you.

   If you've changed the password, you'll of course be entering your username and the new password in the device, but you can check you've got it right by trying to log in using the web site at http://sync.easybooksapp.com/user. If it loads with you logged in already, try logging out and back in again to make sure it works.

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2. 2 Posted by tony_bevan on 31 May, 2011 12:53 PM

   

   thanks. site does let me log in an back out again but if I click on the Sync button and then log in it says " Sync. failed to login"

   thanks

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3. Support Staff 3 Posted by Admin on 01 Jun, 2011 08:07 AM

   

   Thank you. That's the message if the wrong password is given for the username, so could it be an upper/lower case problem?

   To make it easier if you can't log in, I can reset the password for you (sorry I can't find out what your password is because of the way it's stored). Let me know if you'd like it reset and I'll see to it as soon as I can. You will receive a new email from the system with the attached file containing your username and password. You can tap on it to fill in the details instead of typing them in.

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4. Admin closed this discussion on 01 Jun, 2011 08:07 AM.

5. Admin re-opened this discussion on 01 Jun, 2011 08:07 AM

6. 4 Posted by tony_bevan on 01 Jun, 2011 09:33 AM

   

   I can log in through the link to the .../user you gave me and it will let me change my password. I shall try that again.

   I shall let you know !

   Thanks.

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7. 5 Posted by tony_bevan on 01 Jun, 2011 09:37 AM

   

   sorry just changed password and get same error message. Could you try your suggestion. thanks

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8. Support Staff 6 Posted by Admin on 01 Jun, 2011 09:49 AM

   

   Certainly. But first could I ask you a favour? Would you mind me calling you
   to see if I can follow along with what you're doing please? I would like to
   make sure it's not something I've done wrong.

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9. 7 Posted by tony_bevan on 01 Jun, 2011 09:56 AM

   

   No problem xxxxxxxxx now is fine if convenient.

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10. Support Staff 8 Posted by Admin on 01 Jun, 2011 11:58 AM

    

    Hi Tony,

    There is a problem with the @ symbol in your username. This is being translated into %40 at the server, which I will have to work on a fix for.

    But for now, I've changed your username, removing the "@xxxxx.com" from the end. You should have no trouble logging in now. Please login and change your password.

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11. Admin closed this discussion on 01 Jun, 2011 11:58 AM.