If the user is receiving the Login or password is incorrect error, it usually indicates connectivity issues which don't allow the user to authenticate.

Web client

  1. Check that SecuriSync service is enabled in HostPilot® Control Panel
  2. Check that the desktop application is not blocked by your firewall. The following URLs must be allowed:
    • sync.myonlinedata.net
    • auth.sync.myonlinedata.net
    • kms.sync.myonlinedata.net
    • auth1.myonlinedata.net
    • auth2.myonlinedata.net
    • auth3.myonlinedata.net
  3. If User Primary Email address has been recently changed, the propagation for SecuriSync login could take up to 24 hours. Meanwhile, the user may use the old login or My Services portal for SecuriSync. 
    Log in to My Services and select SecuriSync. You will be redirected to SecuriSync web client.

Desktop clients

  1. Check that SecuriSync service is enabled in HostPilot
  2. Check whether you can log in to the Web App. If you cannot, troubleshoot connectivity issue as described above
  3. If you can, make sure that the latest SecuriSync version is installed
  4. If it isn't, update the client to the latest version
  5. Check in the Control Panel, that device limit is not exceeded for the user

Important: When using the desktop client on a Windows server, you must disable the IE Enhanced Security, to be able to log in. Failure to do so will result in an error, stating that the login service is unavailable.