Issue symptoms

After installing the SFx Desktop application and filling out the required information for your asset, you are stuck at the login screen even though you have typed the correct account and password.

Issue cause

Because the current date and time set up on your PC which is connected to your asset does not exactly match the actual date and time. That is, the time on your PC is not accurate.

Issue workaround / recommended solution

In this case, you should go to Settings → Date & Time from the Start menu (if you're using the Win10 system), and calibrate the time on your PC to the correct one.

If the time on your PC is controlled by servers, and cannot be adjusted manually, then you need to ensure the deviation between the current time and the actual time is less than 5 minutes (i.e., 4 minutes backward or forward are both acceptable).

Issue symptoms

Precondition: You are a Standard User in your organization. You downloaded and installed the SFx Desktop application successfully.

The asset onboarding process stopped at the login step after filling out the required information for your asset, and then an error dialog popped up.

Issue cause

The account you have does not have the necessary privilege to connect a new asset to your SFx account. ONLY an Asset Administrator can perform this operation.

Issue workaround / recommended solution

Ask your administrator to modify your account to the asset admin role. See User Management - Modifying Roles for details.

Issue symptoms

The asset onboarding process stopped at the login step.

Issue cause

The login credentials you typed are not correct.

Issue workaround / recommended solution

Click the Reset Password link on the login screen, input your email address, and Submit. Then, wait for Hexagon to send you a password resetting email. Click the reset link in the email to set up a new password for your SFx account.