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:

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

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

• Go to Tools, select Internet Options, then click on Privacy tab
• Click Setting under ‘Turn on pop-up blocker’ in Internet Explorer 7.0 or ‘Block pop-ups’ in Internet 6.0
• Type ‘*.personable.com’ to "Address of Website to allow"
• 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:

• Right click on the gray or yellow bar
• ‘Install ActiveX…’

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

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

• Go to Control Panel
• Open up Simplify Printing Client (viewable in Classic view)
• Move all the printers into the Denied printers list except for the printer that he/she will use on Personable.
• 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:

• In Internet Explorer, go to ‘Tools’ menu on Internet Explorer browser
• Select Internet Options
• Click on ‘Delete Cookies’ under ‘Temporary Internet Files’
• Click on ‘Delete Files’

- Clean RDP client object:

• Go to ‘Tools’ menu on Internet Explorer browser
• Select Internet Options
• Click on ‘Settings’ button under Temporary Internet Files
• Click on ‘View Objects’
• Delete ‘Microsoft RDP Client’

Solution

• Go to the "Tools" menu then to "Internet Options", then click on "Delete Cookies" and "Delete Files".
• 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