--- title: "Cannot Log in to Platform" slug: "cannot-log-in-to-platform" updated: 2023-10-18T16:50:03Z published: 2023-10-18T16:50:03Z --- > ## Documentation Index > Fetch the complete documentation index at: https://navigator.apprentice.io/llms.txt > Use this file to discover all available pages before exploring further. # Cannot Log in to Platform **Welcome to Apprentice Navigator!** To access the full Apprentice knowledge base, log in to Navigator. To learn more, review the [Logging in to Navigator](https://navigator.apprentice.io/docs/logging-in-to-the-apprentice-knowledge-base-navigator) article. ## Issue User is unable to log in to the Tempo platform on the web application, Apprentice-powered headset, or iOS device. As a result, users may experience the following: - Error with failed log in message - Unable to scan or register QR code - Application(s) not responding - Web page or screen stuck in a loading state - Forgotten password ## Solution Review the sections below to learn how to troubleshoot Tempo access based on the type of device you are using. **IMPORTANT!** - The system will lock your account after five invalid login attempts. If your account is locked or you do not receive the password reset email, contact your organization's system administrator. - If the problem persists, please reach out to the Apprentice Support team via email at support@apprentice.io. ### Tempo web application - Ensure you are attempting to access the web application on a Google Chrome web browser. - Ensure you have a stable wireless network connection. - [Log out of the Tempo web app](https://navigator.apprentice.io/v1/docs/logging-out-of-the-tempo-manufacturing-cloud) then [clear the Google Chrome cache](https://support.google.com/accounts/answer/32050?hl=en&co=GENIE.Platform%3DDesktop). When you are done, refresh the page. - [Reset your Tempo Manufacturing Cloud password](https://navigator.apprentice.io/docs/changing-and-resetting-your-password) using the web app's Forgot Password link. ### Apprentice-powered headset - Ensure you are attempting to access the web application on a Google Chrome web browser. - Ensure you have a stable wireless network connection on your headset by saying the voice commands, **"Navigate Home"** > **"My Programs"** > **"Settings"** > **"Network & Internet"** > **"Wireless Networks."** **NOTE:** If the headset is not connected, refer to the [Connecting the Headset to a Wireless Network](https://navigator.apprentice.io/docs/connecting-the-headset-to-a-wireless-network) article. - Confirm the date and time on your headset is correct by saying the voice commands, **"Navigate Home"** > **"My Programs"** > **"Settings"** > **"Page Down"** (2x) > **"System"** > **"Date & Time."** **NOTE:** If the date and time is not correct, refer to the [Adjusting the Date and Time on the Headset](/v1/docs/adjusting-the-date-and-time-on-headset) article. - Force stop the Tandem and/or Tempo application(s) by saying the voice commands, **"Recent Applications"** > **"Dismiss All."** **TIP:** Users can also force stop a specific app by saying the voice commands, **"Navigate Home"** > **"My Programs"** > **"Settings"** > **"Apps & Notifications"** > **"App Info"** > ***name of the app*** > **"Force Stop"** > "**OK."** - Ensure the headset is running the latest version(s) of RealWear (firmware), Tandem, and/or Tempo. - **RealWear:** Say the voice commands, "Navigate Home" > "My Programs" > "Wireless Update." If the headset firmware is not up to date, refer to the [Upgrading Apprentice-powered Headset](https://navigator.apprentice.io/v1/docs/upgrading-apprentice-powered-headset-to-v6) article. - **Tandem/Tempo:** Say the voice commands, "Navigate Home" > "My Programs" > "Settings" > Apps & Notifications > *name of app* > Page Down > Advanced > Page Down. **NOTE:** If you are unsure which Tandem and/or Tempo version your organization uses, reach out to your Customer Success Manager (CSM). ### iOS device **NOTES:** - When receiving a new iOS device, it is recommended that the user log in to the Tandem app with a Magic Link to ensure that the app is configured correctly. For additional information, review the [Logging in to the Tandem iOS app for the first time](https://navigator.apprentice.io/v1/docs/logging-in-out-tandem-on-ios#logging-in-to-tandem-ios-app-for-the-first-time-magic-link) section of the Logging in & out of the Tandem iOS Application article. - The name of the Tempo app may differ depending on the environment the customer system is in. - Ensure you have a stable wireless network connection. - Test your login credentials on the [web app login page](https://navigator.apprentice.io/v1/docs/logging-in-to-the-tempo-web-application) or [reset your Tempo Manufacturing Cloud password](https://navigator.apprentice.io/v1/docs/changing-and-resetting-your-password) using the web app's Forgot Password link. - Ensure the device is running the latest version(s) of iOS, Tandem, and/or Tempo. - **iOS**: Tap Settings > General > Software Update. - **Tandem/Tempo**: Tap Settings > Tandem OR Tempo. **NOTE:** If you are unsure which Tandem and/or Tempo version your organization uses, reach out to your Customer Success Manager (CSM).