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Issue:
We have recently synchronized our users on syncrosim.com and cloud.syncrosim.com. We did this to improve user experience, enabling users to securely authenticate on either site with seamless access between both. Some users have reported difficulty trying to log into either syncrosim.com or cloud.syncrosim.com. They know the credentials they are using are correct and have tried to reset their password but continue to receive an error. The error messages are either “Invalid username or password” or “There was a problem signing into your account”.Solution
As part of the migration process, we identified two solutions for folks who have had difficulty signing in.
1. Using the cloud.syncrosim.com credentials: For users that had signed up with the same email for both cloud.syncrosim.com and syncrosim.com, we selected the syncrosim.com credentials as the ones that will be used going forward. These users will have the same credentials as before for syncrosim.com. However, if using a password manager, they will need to switch their saved credentials for cloud.syncrosim.com to that of syncrosim.com.
2. Username configuration: Users with spaces in their username or usernames over 30 characters were found to see errors on login. We have tried to proactively address all these users by truncating long usernames and replacing spaces with underscores. If your username was changed, you would have received an email from our team indicating the changes made.
If you are still experiencing problems logging in and cannot reset your password, please contact our support team at support@syncrosim.com
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