If the user cannot log in to UNIVERGE BLUE® CONNECT Desktop App, it may indicate connectivity issues that don't allow the user to authenticate. Check that the PC has a stable connection to the internet. If it does, however, the issue is persistent, try the following:

1. Check that UNIVERGE BLUE® CONNECT service is enabled in Control Panel and the user has a phone number assigned. 
   Note: Only account administrator can check if the service is enabled. Read the Knowledge Base article on How Do I Create And Manage UNIVERGE BLUE® CONNECT Users?
    for more information.
2. Account administrators are able to reset a user's password, if needed. More information on how to manage user's password settings can be found here .
3. Reinstall the application (Windows /Mac ). Make sure that you are using UNIVERGE BLUE® CONNECT Desktop Application.

In a scenario where the user has logged into the application using a different account in the past, sometimes that login information gets cookied, leading to the following error:

In this case, start by clicking on BACK TO LOGIN  and log in using your current credentials. If that does not work, clearing the app cache, would be the next step.

Instructions to clear app cache: 

• For Windows:
  1. Quit UNIVERGE BLUE® CONNECT.
  2. Open File Explorer.
  3. Type %APPDATA% in the address bar and press Enter.
  4. Right-click on UNIVERGE BLUE® CONNECT folder and delete it.
  5. Launch UNIVERGE BLUE® CONNECT and log in again.
• For MAC:
  1. Log out and close UNIVERGE BLUE® CONNECT application.
  2. From the Main menu, Select Go > Go To Folder > Type ~/Library/Application Support/
  3. Navigate and delete UNIVERGE BLUE® CONNECT folder.
  4. Uninstall UNIVERGE BLUE® CONNECT desktop app.
  5. Download and install a fresh copy of the application from the following links

     Windows	MAC
     Download	Download

In case the problem is not resolved, contact Support.