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Common Login Issues

Troubleshooting guide for login problems with the FISMA Document Upload System.

Can't Log In - Invalid Credentials

Symptoms

  • "Invalid email or password" error message
  • Unable to access account after entering credentials
  • Login form resets after submission

Solutions

1. Verify Email Address - Must be the exact email used during registration - Check for typos or extra spaces - Email is NOT case-sensitive (Attorney@example.com = attorney@example.com) - Must be your CM/ECF registered email

2. Check Password - Passwords ARE case-sensitive - Verify Caps Lock is off - Use "Show Password" option to verify what you're typing - Check for accidental spaces before/after password

3. Try Password Reset - Click "Forgot your password?" link - Check email for reset link - Follow the password reset process - → Complete Password Reset Guide

4. Verify Account is Active - Check for registration confirmation email - Ensure you clicked the verification link during registration - Contact Clerk's Office if uncertain about account status

Account Locked After Failed Attempts

Symptoms

  • "Account temporarily locked" error message
  • Can't log in even with correct credentials
  • Received email about account lockout

Why This Happens

For security, accounts are automatically locked after 5 failed login attempts within 15 minutes. This protects against unauthorized access attempts.

Solutions

Option 1: Wait for Automatic Unlock - Accounts automatically unlock after 1 hour - No action required on your part - Try logging in again after 1 hour

Option 2: Contact Clerk's Office for Immediate Unlock - Call: (509) 458-3410 - Email: ecfinfo@waed.uscourts.gov - Provide your registered email address - Support staff can unlock immediately during business hours

Important: If you didn't attempt to log in, contact support immediately - someone may be attempting unauthorized access to your account.

MFA Code Problems

Can't Receive MFA Code

Symptoms: - No MFA code email received after login - Stuck on verification screen

Solutions:

  1. Wait 2-3 minutes - Email may be delayed
  2. Check spam/junk folder - May be filtered
  3. Click "Resend Code" - Request new code
  4. Verify email address - Confirm email in your profile
  5. Check mailbox quota - Ensure mailbox not full

→ Complete MFA Troubleshooting

MFA Code Not Working

Symptoms: - "Invalid verification code" error - Code doesn't match what was sent

Solutions:

  1. Check code expiration - Codes expire after 5 minutes
  2. Request new code - Click "Resend Code"
  3. Verify all 6 digits - No spaces, all numbers
  4. Check for typos - Manually type, don't copy-paste
  5. Use most recent code - Only the latest code works

Passkey Login Issues

Passkey Not Working

Symptoms: - Passkey prompt doesn't appear - Browser doesn't recognize passkey - "Authentication failed" error

Solutions:

  1. Verify passkey was registered - Check passkey list in account settings
  2. Use correct device - Passkey only works on device where it was created
  3. Try different browser - Switch to browser used during registration
  4. Check browser compatibility - Ensure browser supports WebAuthn
  5. Use password instead - Click "Use Password Instead" as fallback

→ Complete Passkey Troubleshooting

Can't Find "Sign in with Passkey" Option

Symptoms: - Only see password login option - No passkey button visible

Possible Reasons:

  1. Passkey not registered - Must set up passkey first

  2. → Set up a passkey

  3. Browser doesn't support passkeys - Update browser

  4. Chrome/Edge 90+ required
  5. Firefox 90+ required

  6. Safari 14+ required

  7. Device doesn't have authenticator - Need compatible hardware

  8. Windows Hello (Windows 10/11)
  9. Touch ID / Face ID (Apple devices)
  10. Hardware security key (YubiKey, etc.)

Session Expired During Login

Symptoms

  • "Session expired" message during login
  • Redirected back to login page unexpectedly

Solutions

  1. Refresh the page - Press F5 or reload
  2. Clear browser cache - Clear cookies for the site
  3. Start fresh - Close all browser tabs, open new one
  4. Try different browser - Test if browser-specific issue

Browser Compatibility Issues

Symptoms

  • Login page doesn't display correctly
  • Buttons don't work
  • Forms don't submit

Solutions

1. Update Your Browser - Chrome/Edge: Version 90 or later - Firefox: Version 90 or later - Safari: Version 14 or later

2. Enable JavaScript - System requires JavaScript - Check browser settings - Disable any JavaScript blockers

3. Disable Browser Extensions - Ad blockers may interfere - Privacy extensions may block features - Try incognito/private mode

4. Clear Browser Cache - Clear cache and cookies - Hard refresh (Ctrl+Shift+R or Cmd+Shift+R) - Restart browser

HTTPS/SSL Certificate Issues

Symptoms

  • "Connection not secure" warning
  • SSL certificate error
  • Can't reach login page

Solutions

  1. Check URL - Must be https://www.waed.uscourts.gov/fisma-upload/
  2. Check date/time - Ensure computer clock is correct
  3. Update OS - Ensure latest security updates installed
  4. Check network - May be network/firewall issue
  5. Contact IT - May need to update trusted certificates

DO NOT bypass SSL warnings - contact support instead.

VPN or Network Issues

Symptoms

  • Can't reach login page
  • Connection timeout
  • "Unable to connect" errors

Solutions

  1. Check internet connection - Verify you're online
  2. Try without VPN - Some VPNs may block access
  3. Check firewall - Ensure waed.uscourts.gov not blocked
  4. Try different network - Test with mobile hotspot
  5. Contact IT - May be corporate network restrictions

Still Can't Log In?

If you've tried all solutions and still can't log in:

Contact Support

Eastern District of Washington - Clerk's Office

Phone: (509) 458-3410 Email: ecfinfo@waed.uscourts.gov Hours: Monday-Friday, 8:00 AM - 5:00 PM Pacific Time

Information to Provide

When contacting support: - Your registered email address - Description of error message (screenshot helpful) - Steps you've already tried - Browser and version you're using - Whether you can access other court websites