Thanks to this article, you will find a guide of actions to do to unblock a connection problem.

SUMMARY

• Password error
• Access error
• My problem is not described or the solutions provided are not appropriate for me. What should I do?

Password error

In case of :

• You don't remember your password;
• An error message "Authentication failed" appeared;

Step 1 : Fill in your username, then click on the Forgot your password link on the login page

Step 2 :Fill in your email adress

Step 3 : Check your email. You must have received an email entitled "[XMCO] Reset your password" or "[XMCO] Réinitialisation de votre mot de passe". Click on the provided reset link.

Please note that the link is only valid for 24 hours !

Step 4 : Enter a new password and validate

Access error

If you do not get an error message "Authentication failed", it is possible that your session cookie is having a problem.

To fix it, you can try the following solutions :

Step 1 :Delete the XMSession cookie manually, then retry to log in

• Open the Web Development Tool on your browser
• Click on the Storage tab
• Right click on the cookies ans delete it
• Refresh the page, and try to log in

Step 2 : Delete all your cookies and cache, then retry to log in

Step 3 : Try to access on another internet browser

My problem is not described or the solutions provided are not appropriate for me. What should I do?

You can open a ticket on our Freshdesk