Trouble Logging In

If you’re having trouble logging in, you may want to try the following actions to try to resolve the issue.

However, we’re always here to help, so if none of these work, or if you’d just like a bit more support working through the options, please don’t hesitate to email us at info@novel-software.com

Try Refreshing or Hard refreshing

A great many modern software woes are caused by caching. Caching means your browser keeps some data in memory, which is great because it means things move a lot faster, but also means that sometimes it assumes it has the right information and doesn’t check to see if things have changed – and this can cause problems.

So if you’re having trouble logging in, the first thing to do is to refresh or even hard refresh your browser, and see if that helps.

Incorrect Time on Machine

If the time and date settings on your machine are not completely accurate, then the login authentication will fail.

If you have just a got a new laptop, then this has a very high chance of being the issue.

How you check this will vary on your computer, but you could try clicking or right clicking the clock in the bottom right hand corner of your screen, and then searching for ‘adjust date / time’ or ‘sync time’.

Try logging in on a different browser

It’s possible that there are add-ons or extensions in your browser which are interfering with the software working properly. Logging in using a different browser (e.g. using Edge if you usually use Chrome, or Chrome if you usually use Firefox) can help work out if this is the issue.

Try logging in on a different machine

It’s possible that there is something running on your computer which is interfering with the software working properly. If you have access to a different computer, then finding out whether you have the same problem there or not will help isolate the problem.

As always, if you need support with the software, please don’t hesitate to get in touch at info@novel-software.com