Who is this article for?

  Users who encounter the error when signing in to the desktop.

  IT Administrator permissions may be required to resolve issues.

Before applying a fix, the problem must be understood. Issues fall into two main categories: those preventing users from launching or logging in, and performance problems where the system is slow but accessible.

This article will help you identify which type of problem you are dealing with and what information to gather.

1. Issue

A common support request is some variation of "nobody can sign in" or "nobody can use the system." These reports can have very different root causes, so the first priority is always to establish the pattern of the issue rather than jumping straight to a fix.

1.1. Login and launch errors

If users cannot get into the system at all, the first thing to identify is what kind of error message they are seeing.

Application-specific error

If the error appears as a yellow, application-branded message, or in a white box with the Aura logo, then this points to an issue within the application itself.

To view the error:

1. Click More details.
2. Click Show Error Details.
3. In the large error dialog, in the left hand pane select the entry at the bottom of the list, e.g.

This shows the first message in any sequence of errors.

To share the error message with Support:

1. Click Copy to Clipboard.
2. Paste the message into a ticket.

1.2. Generic Windows error

If the error is a plain Windows dialog (for example a Clickonce error) then the cause might be something external to the application, like a network issue or broken ClickOnce package.

To view the underlying error, click Details....

This might open a Notepad window with a lot of content.  In that case, look for the section headed ERROR SUMMARY.

1.3. Performance issues

A different issue occurs when users can log in but the system is unusable due to poor performance. This may appear as slow responses or errors after long delays.

In such cases, the problem is performance-related, not access-related, and should be addressed accordingly.

2. Troubleshooting

Understanding the pattern and collecting error message details is the crucial first step. Once you've identified if the issue is a login/launch error or a performance problem and noted the relevant details, you can investigate further or escalate with the correct information.