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Problem
The user cannot access their account using valid login credentials.
Symptoms
Login fails.
Invalid username or password message.
Login page refreshes without signing in.
User is returned to the login screen.
Login works on one device but not another.
Possible Causes
Incorrect username or password.
Network connectivity issues.
Account disabled.
Password expired.
Authentication service unavailable.
Browser cache or cookies causing login page errors.
Resolution
Step 1
Verify the username and password.
Step 2
Check the internet or network connection.
Step 3
Confirm the account is active.
Step 4
Reset the password if necessary.
Step 5
Clear browser cache and cookies, or try a different browser.
Step 6
Restart the device.
Step 7
Contact the IT Help Desk if the issue continues.
Prevention
Keep login information secure.
Update passwords before they expire.
Ensure stable network connectivity.
Avoid sharing account credentials.
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