Cannot Log in to Platform
  • 20 Sep 2022
  • 3 Minutes to read
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Cannot Log in to Platform

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Issue

User is unable to log in to the Tempo platform on the web application, Apprentice-powered headset, or iOS device. As a result, users may experience the following:

  • Error with failed log in message
  • Unable to scan or register QR code
  • Application(s) not responding
  • Web page or screen stuck in a loading state
  • Forgotten password

Solution

Review the sections below to learn how to troubleshoot Tempo access based on the type of device you are using.

IMPORTANT!
  • The system will lock your account after five invalid login attempts. If your account is locked or you do not receive the password reset email, contact your organization's system administrator.
  • If the problem persists, please reach out to the Apprentice Support team via email at support@apprentice.io.

Tempo web application

Apprentice-powered headset

  • Ensure you are attempting to access the web application on a Google Chrome web browser.
  • Ensure you have a stable wireless network connection on your headset by saying the voice commands, "Navigate Home" > "My Programs" > "Settings" > "Network & Internet" > "Wireless Networks."
NOTE:

If the headset is not connected, refer to the Connecting the Headset to a Wireless Network article.

  • Confirm the date and time on your headset is correct by saying the voice commands, "Navigate Home" > "My Programs" > "Settings" > "Page Down" (2x) > "System" > "Date & Time."
NOTE:

If the date and time is not correct, refer to the Adjusting the Date and Time on the Headset article.

  • Force stop the Tandem and/or Tempo application(s) by saying the voice commands, "Recent Applications" > "Dismiss All."
TIP:

Users can also force stop a specific app by saying the voice commands, "Navigate Home" > "My Programs" > "Settings" > "Apps & Notifications" > "App Info" > name of the app > "Force Stop" > "OK."

  • Ensure the headset is running the latest version(s) of RealWear (firmware), Tandem, and/or Tempo.
    • RealWear: Say the voice commands, "Navigate Home" > "My Programs" > "Wireless Update." If the headset firmware is not up to date, refer to the Upgrading Apprentice-powered Headset article.
    • Tandem/Tempo: Say the voice commands, "Navigate Home" > "My Programs" > "Settings" > Apps & Notifications > name of app > Page Down > Advanced > Page Down.
NOTE:

If you are unsure which Tandem and/or Tempo version your organization uses, reach out to your Customer Success Manager (CSM).

iOS device

NOTES:
  • When receiving a new iOS device, it is recommended that the user log in to the Tandem app with a Magic Link to ensure that the app is configured correctly. For additional information, review the Logging in to the Tandem iOS app for the first time section of the Logging in & out of the Tandem iOS Application article.
  • The name of the Tempo app may differ depending on the environment the customer system is in.
  • Ensure you have a stable wireless network connection.
  • Test your login credentials on the web app login page or reset your Tempo Manufacturing Cloud password using the web app's Forgot Password link.
  • Ensure the device is running the latest version(s) of iOS, Tandem, and/or Tempo.
    • iOS: Tap Settings > General > Software Update.
    • Tandem/Tempo: Tap Settings > Tandem OR Tempo.
NOTE:

If you are unsure which Tandem and/or Tempo version your organization uses, reach out to your Customer Success Manager (CSM).


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