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Troubleshooting
FAQ: Logging in
I receive the message “Network error” when I try to log in.
This message will appear if your device is not online. Check your device’s internet connection.
I receive the message “User Does Not Exist” when I try to log in.
NOTE: Once the Diagnostic Tool has been activated on an account, it will be registered to
that account ONLY; it cannot be assigned to or used with a different account in the future.
Ensure that you have access to the email address of the account you are using to register the
Diagnostic Tool.
If you have not yet created a user account with the email address you entered, you will receive
this message. See “
User Registration”, page 20 for instructions on creating a new account.
If you have already created a user account, but still receive this message:
Ensure that the email address being entered is the one you used to set up your account.
Check that you typed the email address correctly.
NOTE: The email address field is not case sensitive.
Ensure that there are no spaces before or after the email address.
If you used a copy/paste or auto-select feature, try typing the email address manually
instead.
I receive the prompt “Login failed” when I try to log in.
NOTE: The password field is case sensitive.
Ensure that you typed your password correctly.
If you used a copy/paste or auto-select feature, try typing the password manually instead.
If you cannot remember your password, use the Forgot Password link on the Log In page to
reset your password. You will need access to the email address used with your account in
order to complete the password resetting process.
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