85203 - ECHO/PULSE - Trying to log in - “There was an error logging you in to Livescribe Online” (Windows) / “Login failed” (Mac)

I am trying to log in to my Livescribe Desktop Online User Account but keep getting an error message "There was an error logging you in to Livescribe Online" (Windows) / "Login failed" (Mac).

If you are trying to log in to your Livescribe Online User Account and are getting the error message:

"There was an error logging you in to Livescribe Online.  Please try again." (Windows)

or

"Login failed.  Please try again." (Mac)

…this could be a result of using the wrong password, using the wrong email address, not having a Livescribe User Account set up yet, not having an internet connection at the time, or because a proxy server at work or school is preventing the Livescribe Desktop from communicating with our web servers.  

If you are behind a proxy server please reference 80405 - Can I log in or register my smartpen using Livescribe Desktop if I am behind a proxy server or firewall?

If a proxy server is not the issue, and you believe you have a User Account set up already:

  1. Click "OK" to close the Online Account Error window.
  2. In the Online User Account window enter a different email address.  You may be trying to log in with a work email when you originally created an account using a personal email address, or vice versa. 
  3. If that does not work, try a different password for each email address you think you may have previously used to create your account.
  4. If a different password does not work, initiate a password reset email by clicking the "Forgot Password" button.  If you get a message "There was a problem submitting your 'forgot password' request.  Please contact Customer Service." then the email address you are trying to reset the password for was never created.

To create a new User Account:

  1. Click the "Back" button.
  2. Change the radio button from "Use my existing account" to "Create new account".
  3. Enter the email and password (twice) you want to use for your account.
  4. Click the "Create" button.
  5. If you get an error message creating your account, please reference 85202 - I am trying to create my Livescribe Desktop Online User Account but keep getting an error message: There was an error creating your user account. (Windows) / Account creation failed. (Mac).

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