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Troubleshooting Login Errors on iOS

Summary:

Upon logging into the Carbonite Mobile app or logging into your Carbonite account with Safari for iOS, you encounter one of the following login errors:

  • "Your session has expired due to inactivity. Please sign in, again"
  • "The username or password provided is incorrect"

This article applies to:

Carbonite Plans Products Platforms
Basic, Plus, Prime, Core, Power, and Ultimate plans (Not sure?) Carbonite Mobile iOS

Solution:

Refer to one of the sections below depending on the error you received.

"Your session has expired due to inactivity. Please sign in, again."

This issue is seen when you have 2FA enabled on your account and have the Safari setting Block All Cookies enabled. Cookies are required during that process and as such need to be allowed.

To correct this issue you need to follow the steps outlined below.

  1. Open the Settings app on your iOS device.
  2. Scroll down to Safari and select it
  3. Scroll down to the Privacy & Security section and disable the Block All Cookies feature.
  4. Clear the website cache by clicking the Clear History and Website Data link further down the page.
  5. Restart your iOS device.

After following the steps above you should see that you are able to log into your account within Safari as well as log into the Carbonite Mobile application.

Special Note: If you have followed the above steps and are still receiving an error, it is possible that you will need to update iOS in order to update Safari. This process is confirmed to work with Safari for iOS 15.4.1 and above.

"The username or password provided is incorrect."

This error can occur when you have entered your email and password correctly and impacts all browsers and OS versions. It is often caused by Pop-up blocking extensions that are added to a browser. Steps vary from browser to browser.

For Safari on iOS you would follow the steps outlined below.

  1. Open the Settings app on your iOS device.
  2. Scroll down to Safari and select it
  3. Scroll down to Extensions and select it.
  4. Disable any Pop-up blocking extensions that are listed.

Any disabled extensions can be turned back on by repeating these steps.

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