This happens because you are typing in an incorrect email address or/and password.

Solution

Retype the correct username and password with the right credentials.

*Tip:
- Type in the password on a word document (or Notepad) and do a copy/paste just to make sure everything is OK.

Solution

Disable the pop-up blocker or set ‘*.personable.com’ as a safe site on the Internet options.

- To disable the pop-up blocker:

1. Go to Tools, select Internet Options, then click on Privacy tab
2. In Internet Explorer 7.0, uncheck ‘Turn on pop-up blocker’
3. Internet Explorer 6.0, uncheck ‘Block pop-ups’

- To set ‘*.personable.com’ as a safe site:

1. Go to Tools, select Internet Options, then click on Privacy tab
2. Click Setting under ‘Turn on pop-up blocker’ in Internet Explorer 7.0 or ‘Block pop-ups’ in Internet 6.0
3. Type ‘*.personable.com’ to “Address of Website to allow”
4. Click Add button.

* Google toolbars, Yahoo toolbars, and etc… may have pop-up blockers. Click here for instructions to remove those pop-up blockers.

Solution

Log in with the demo account (login: accountant@cpa.com,password: smiles)

- If you are able to login with demo account, then try logging in with your account

- If you are still experiencing the white background, the Remote Desktop feature on the computer maybe being blocked, it may be due to a firewall or a Proxy server, please call your IT department or ISP(internet service provider) and ask them to open the TCP port 3389.

Please call Personable Tech Support at (714)430-6944 to diagnose the issue on the server side.

Solution

You need to have Admin privileges to install the ActiveX.

- If there is a gray or yellow bar near the top:

1. Right click on the gray or yellow bar
2. ‘Install ActiveX…’

- If there is no gray or yellow bar near the top: Add ‘http://*.personable.com’ to the Trusted Sites zone:

1. In Internet Explorer, go to ‘Tools’, select Internet Options, then click on Security tab
2. Click the ‘Trusted Sites’ icon, then click on the ‘Sites’ button.
3. Under Add this Website to the Zone, type in ‘http://*.personable.com’
4. Uncheck the ‘Require server verification (https:) for all sites in this zone’
5. Click the ‘Add’ button and then click ‘OK’ or ‘close’ to exit the window.
6. Then try to login again.

- If you are still unable to install the ActiveX, this means you do not have enough privilege to install such Add-Ons. Have someone with Administrator privilege install the ActiveX for you.

This is due to a ghost printer issue.

Solution

1. Go to Control Panel
2. Open up Simplify Printing Client (viewable in Classic view)
3. Move all the printers into the Denied printers list except for the printer that he/she will use on Personable.
4. Click ‘OK’.

Solution

Log in with the demo account (login: accountant@cpa.com,password: smiles)

- If you are able to login with demo account, log out and then log back in with your account.

- If the demo account login renders the ‘Error Connecting to terminal server’ message again; please try to clean up temporary file and RDP Client object (instructions shown below). If this still does not fix the issue, then call Personable Support at (714) 430 6944; we need to diagnose your internet connection to our server.

- Clean temporary file in Internet Explorer:

1. In Internet Explorer, go to ‘Tools’ menu on Internet Explorer browser
2. Select Internet Options
3. Click on ‘Delete Cookies’ under ‘Temporary Internet Files’
4. Click on ‘Delete Files’

- Clean RDP client object:

1. Go to ‘Tools’ menu on Internet Explorer browser
2. Select Internet Options
3. Click on ‘Settings’ button under Temporary Internet Files
4. Click on ‘View Objects’
5. Delete ‘Microsoft RDP Client’

Solution

1. Go to the "Tools" menu then to "Internet Options", then click on "Delete Cookies" and "Delete Files".
2. Click on the refresh button to reload the page

Solution

• Click on Install ActiveX Control when prompted to install and run the add-on distributed by Personable.
• If you're unable to complete the login, try downloading the latest version of Internet Explorer at http://www.microsoft.com/windows/IE/ or performing a Windows update.

Give us a call at (714) 430-6944 or email us at support@personable.com