Knowledge Base/PocketCloud Remote Desktop/Q & A

Why am I getting the error "Login Failed"?

Chris Klotz
posted this on May 27, 2011 03:14 PM

You may encounter the error "Login Failed" when attempting to sign in to your Google Account in the PocketCloud Companion. This occurs when your Enterprise or Personal Firewall are restricting us from communicating with Google.

To resolve:

  1. Ensure that outgoing ports 5222 and 443 are open.
  2. Ensure that the DNS name "talk.google.com" does not route through a proxy.
  3. Additional information is available from Google at the links below:
    a. I have a firewall and can't connect to Google Talk. Help! (in the firewall configuration instructions, make sure to replace Google Talk with PocketCloud where applicable).
    b. Required ports to use Google Talk

    * Note: You may need to contact your IT Department to check these settings.
 

Comments

User photo
John Alan Ullrich

I keep getting "login failed" when I put in my Gmail login information in PocketCloud Companion Auto Discovery. My OS is Windows 7 Professional and I am using a private home computer connected to the internet through a wireless network and not going through a proxy server. I am using PocketCloud Remote Version 1.2.117 on ASUS Transformer with Android Honeycomb to try and gain remote access to my home laptop. I am using version 2.2.0 of PocketCloud Companion on my PC.  I can login in to the gmail account on the Transformer PocketCloud program without problems. I use Google Talk and Gmail on both the windows laptop and the transformer all without problems. I have poured through the PocketCloud FAQs and Forums as well as Q and A but cannot resolve the problem. I am using Norton 360 for both antivirus and firewall and I have a LinkSys WRT54G Wireless G Broadband Router. I have turned off Norton 360's antivirus and firewall programs and tried to login without success. I have ensured that outgoing ports 3389, 5222 and 443 are opened up in both the firewall and router. I have checked all the remote boxes in the windows control panel, systems and security, windows firewall, allowed programs window. I have ensured the "allow remote assistance to this computer" box is checked in the control panel and I have selected the "allow connections from any computers running any version of remote desktop (less secure)" selection in the remote desktop section of the control panel. I can connect to the laptop from the tablet via VNC (port 5900) through WiFi but I cannot connect via internet using RDP (port 3389) because I cannot login to Gmail through PocketCloud Companion Auto Discovery. When I test both RDP and VNC connectivity both are successful and when I run the PocketCloud Companion Diagnostic program I get 3 checkmarks and the statement that says, "You can now connect from Wyse PocketCloud using RDP. The IP address(es) of your computer are listed below: 192.168.2.103." I don't know what else I can do to get this program to work for me. Any further thoughts or suggestions?

June 20, 2011 05:17 PM
User photo
Chris Klotz
Wyse Technology Inc.

Hi John - You might want to setup a manual connection instead. That way you don't need to sign into the companion and the performance will be faster. http://pocketcloudsupport.wyse.com/entries/20003201-manual-configuration-step-1-setting-up-port-forwarding-on-your-router.

June 21, 2011 07:10 PM
User photo
John Alan Ullrich

I followed all the directions for manual setup but when I click on "Connect" on the PocketCloud Remote (on the tablet) I get:  "Connection failed.....Could not connect to server" error box that pops up.  Any other thoughts?  I have attached a few screenshots so you can verify I'm following the directions correctly.  Thanks.

June 21, 2011 09:08 PM
User photo
Chris Klotz
Wyse Technology Inc.

What IP address are you connecting to in PocketCloud? Is the connection type RDP? Is your iPad on the same Wi-Fi network as your computer or a different one?

June 22, 2011 03:09 PM
User photo
John Alan Ullrich

I am trying to connect my ASUS Transformer (using PocketCloud Remote) to my home computer (gateway laptop running Windows 7 Professional and using PocketCloud Companion) using the ip address attributed to my home computer via "whatsmyip.com."  I am trying to connect via RDP.  I am already successful connecting to my home computer from my tablet with VNP over my wifi home network but I would like to be able to access my home computer via the internet starting from a different network when I'm out of range of my wifi network (i.e. when I'm away on business).  Thanks.

June 23, 2011 04:32 PM
User photo
Brad McLeod

Same problem, I was working fine and I ran the lastest update and that was it, can't login but can only do a manual connection (which does work) from the iphone.

Did all the port things and lost the other pc's in the house that I haven't upgraded the software as yet... Can I get a copy of the older version?

 

August 26, 2011 05:30 PM
User photo
David Bruce
If I have another product that uses port 443 how can I set pocket cloud up to work - can I use another port or use some sort of port forwarding ?
September 19, 2011 04:56 AM
User photo
sunshineconamor

I have used all of the suggestions on this site and still receving login failed on my Windows 7 Laption when installing Companion. Both RDP and VNC are successful. RDP is enabled. Firewall allows RDP and Wyse. What else can I try to fix this. I paid for the product and I don't want it to go to waste. Any help appreciated.

 

October 25, 2011 01:12 PM
User photo
Chris Klotz
Wyse Technology Inc.

You are getting "Login failed" in PocketCloud on your device or in the Companion? Is this on your Home or Office computer? Are you connected to VPN when this occurs? Do you have any Internet Security/Anti Virus software running on your PC? Have you tried restarting your computer to see if that resolves the issue? What version of the Companion are you running?

-Chris

October 25, 2011 02:02 PM
User photo
sunshineconamor

I am getting this on my office computer. I'm on the actual computer trying to set it up. I have Windows 7 Enterprise. I've tried turningo ff the software, restarting, etc. All of it. I still get login failed. Companion version 2.2.15.

October 31, 2011 08:55 AM
User photo
Chris Klotz
Wyse Technology Inc.

Is this the exact error message you are seeing?

10-31-2011_12-20-20_PM.png 

October 31, 2011 12:21 PM
User photo
Scott Ellsworth

I too am haveing the same problem.  It started with the latest upgrade to Wyse PocketCloud Windows Companion.  Prior to the upgrade everything was working fine.  The problem does not occur with other similar products.  Here is the exact error message I am getting.

November 09, 2011 08:43 AM
User photo
Chris Klotz
Wyse Technology Inc.

Scott - Can you install this build and see if it solves your issue? http://dl.dropbox.com/u/13053740/PocketCloud%20Windows%20Companion_...

November 09, 2011 02:03 PM
User photo
Chris Klotz
Wyse Technology Inc.

Scott - Please also download the Gtalk app and see if you are able to login. This is for troubleshooting purposes. We leverage the same backend that Google Gtalk uses.  http://www.google.com/talk/install.html

November 09, 2011 02:08 PM
User photo
TP

I have got the exact same issue. I have just installed gtalk and cannot log in to it. I get this error " connection to the google talk service was blocked" but I have tested that both 5222 and 443 are open outgoing.

 

Tracy

December 13, 2011 01:55 PM
User photo
Josh Maurer
Wyse Technology Inc.

Hello Tracy, 

This means that your Firewall may be blocking Google Talk. If you have the firewall allowing Google Talk, you have to remove and re-add the rule for Google Talk. Take a look here

-http://www.google.com/support/talk/bin/answer.py?answer=24962
-http://www.google.com/support/talk/bin/static.py?page=troubleshooter.cs&problem=talk&selected=signingin1&ctx=talk_signingin1_41191

Try using those links to help allow google talk to work, then try and log in from there. Please let me know if this does not help.

December 13, 2011 03:30 PM
User photo
TP

Hi Josh :)

I found it was our content management server blocking jabber. It is now working with the iOS version but I cannot get the pocketcloud for android app to work on a generic android 2.2 tablet... any ideas??

December 13, 2011 03:53 PM
User photo
Nikos Drakopoulos

Hello guys,

 

Im' experiencing the same problem with login failed but in a different perspective :-).

My Office PC is a windows XP with Internet connexion, behind the corporate firewall and the GTalk is working fine.

But when im trying to login to the PCloud Windows Companion with the same credentials as the working gtalk i receive the attached error....

any suggestions?

December 14, 2011 02:10 AM
User photo
Josh Maurer
Wyse Technology Inc.

Tracy, is the application installed? Are you getting any kind of error? What exactly is not working?

 

Nikos,  please take a look at our knowledgebase topic related to your issue. It sounds as though you need to allow our application through your firewall.

http://pocketcloudsupport.wyse.com/entries/20159403-why-am-i-gettin...

December 14, 2011 09:21 AM
User photo
TP

Hi Josh :)

Well I can log in using my gmail creds and I get the message saying that if any of my computers have companion installed they will show up. When I click to continue it drops me back to the auto discovery setup page with the button saying Login.

Companion is installed and working on my terminal server as I can successfully use it with the iOS version of the app using the same credentials.

Tracy

December 14, 2011 12:01 PM
User photo
Josh Maurer
Wyse Technology Inc.

Hi Tracy, try installing the new version of the Companion application and see if that helps. Please let me know!

Download it here:

http://www.wyse.com/serviceandsupport/support/dlOraFW.asp?which=106...

December 15, 2011 08:52 AM
User photo
TP

Hi Josh :)

Done but with same result. I can login to the app after selecting auto discover but there are no machines showing up.

December 15, 2011 12:59 PM
User photo
Josh Maurer
Wyse Technology Inc.

Tracy, sorry you are experiencing so much trouble with this. If you right click on the Companion (kite icon) in the system tray, does it say Sign Out with a green icon next to your google account or does it say Sign In with a red icon? When a connection is not showing, it is usually because you are not signed in on the computer with the Companion installed.

December 15, 2011 01:46 PM
User photo
TP

Sign out. This is working fine with the iOS version.

December 15, 2011 01:48 PM
User photo
Josh Maurer
Wyse Technology Inc.

Tracy, what version of PocketCloud are you using? If you are using the Free version, a update just went live in the Android Market a little over an hour ago. You may also want to try logging out of your gmail account on your Android device in the app settings and logging back in. Please let me know if this helps.

December 15, 2011 01:55 PM
User photo
TP

ok, I'll download and install the update first then try logging out

December 15, 2011 01:56 PM
User photo
Ryan Foster

My work PC connects to the nextwork via a proxy. Does this mean that I am unable to use the Wyse Pocketcloud Windows companion on this machine? I have no trouble with Google Talk because it is set to automatically detect the proxy. 

December 16, 2011 09:07 AM
User photo
Josh Maurer
Wyse Technology Inc.

Hello Ryan, unfortunately we do not support proxy servers as of right now. You can put your vote in here for us to support them in a future release:

http://pocketcloudsupport.wyse.com/entries/20488583-add-proxy-netwo...

December 16, 2011 02:58 PM
User photo
TP

I am not able to install the latest free pocketcloud onto my android tablet. Is there somewhere I can download the apk for it and install it manually?

Thanks

December 18, 2011 04:10 PM
User photo
Josh Maurer
Wyse Technology Inc.

TP, what error message are you getting from the Market?

December 19, 2011 09:11 AM
User photo
TP

It just doesn't install even when it says it is.

December 19, 2011 12:22 PM
User photo
Chris Klotz
Wyse Technology Inc.

TP - What device are you trying to install it on? Have you tried rebooting your device and trying again?

December 19, 2011 05:31 PM
User photo
TP

Hi Chris. Its a generic mini netbook running and 2.2.

 

Thats why I'm after the apk so I can install it using a USB drive manually

December 19, 2011 05:35 PM
User photo
Chris Klotz
Wyse Technology Inc.

Does your netbook have a ARM or Intel processer? We cannot send out the APK.

December 19, 2011 05:38 PM
User photo
TP

a VIA 800mhz

December 19, 2011 06:01 PM
User photo
Chris Klotz
Wyse Technology Inc.

We only support ARM processers at this time.

December 19, 2011 06:03 PM
User photo
TP

The thing is that it works fine when I set it up internally using RDP or VNC but just not through auto discovery

December 19, 2011 06:16 PM
User photo
Chris Klotz
Wyse Technology Inc.

I don't understand your issue. You told me the app does not install. How are you able to test RDP and VNC if the app does not install?

December 19, 2011 06:20 PM
User photo
TP

Sorry, missed a stage. I have managed to find the APK and successfully download it this afternoon.

December 19, 2011 06:23 PM
User photo
Jerry gerlach

I was having the issue not able to connect.  Made the attached change on my Cisco Firewall and all is well.  Hope this helps.

December 30, 2011 09:04 AM
User photo
Tony Nixon

I am running windows 7 professional and getting the login failed message when I input my google account information.  I opened the ports as noted here and I am able to use google talk but cannot login.  Any ideas?

January 09, 2012 11:03 AM
User photo
Josh Maurer
Wyse Technology Inc.

Tony, can you restart the service on your Windows 7 machine? To do this, you can launch the start menu, and type services in the search bar. From here the Component Services window will open. Select Services (local), right click Wyse PocketCloud and choose to stop the service. Start the service again and attempt to log in and let me know if this helps.

January 11, 2012 09:32 AM
User photo
Amir

I as well am having the same problem. I'm running Windows 7 Ultimate, with the latest version of the companion program, with the latest Android version of Pocket Cloud Explorer and Remote Desktop (both pro edition). I am able to use Gtalk. When I log into the mobile apps with my gmail info, it logs in fine. However, when I log into the Companion it pops up a window just saying "Login Failed due invalid credentials. Please verify your username and password." I have entered and reentered it countless times and reinstalled the application. I've tried the port forwarding of 3389 and none of those helped. What should I do?

January 28, 2012 03:14 AM
User photo
Amir

Never mind, it seems all my computer was a simple restart. I guess you cant hibernate for months and not expect things to go wrong.

January 28, 2012 03:34 AM
User photo
Josh Maurer
Wyse Technology Inc.

Good to hear its working for you now!

January 30, 2012 10:56 AM
User photo
Joshua Vinson

Let me start by saying this app is awesome. But I am recieving this login failed issue now. A week and a half ago I down loaded and started using this app to remote into my desktop computer at work (Windows 7 pro), the program worked great for about 3 days then said my computer was offline, well i went to check the computer and tryed to log in and use the setup wizard and I continuously got log in failed. So I unistalled the product, reinstalled it and it worked again for about another day and has now repeated itself 4 times......   I have tryed the manual connection, but both end up going offline at the same time. please let me know if you have any ideas!

April 04, 2012 10:54 AM
User photo
Josh Maurer
Wyse Technology Inc.

Make sure you are using the most current version of the Companion software (as of 4/4/12, 2.4.12 is the latest version) and you can download it here:

https://appservices.wyse.com/pages/serviceandsupport/support/dlOraF...

Can you make sure the PocketCloud Companion is on the allowed application list with Windows Firewall as well as any anti-virus software you may be using?

Also when this happens, you can also try restarting the service by doing the following:

-Type services into the "Search programs and folders" box on the start menu

-Select Services (local)

-Scroll to the bottom of the list and right click on Wyse PocketCloud and select restart

Let me know if this doesn't help.

 

April 04, 2012 11:14 AM
User photo
Bruce Grayson

I login. I see a screen with the word "Loading..." and an option to cancel. The next thing I see is "Session Disconnected" with an option for "OK" 

It's not OK. I didn't do anything.

October 12, 2012 09:31 AM
User photo
Josh Maurer
Wyse Technology Inc.

Bruce, my apologies for the inconvenience. Are you using a manual connection or auto-discovery? If you are using auto-discovery, what version of the companion software do you have installed? Also is the connection VNC or RDP?

What type of computer are you connecting to (Mac or PC) and what operating system / version is it running?

October 15, 2012 09:48 AM
User photo
Bruce Grayson

I am using auto discovery on an iMac with Mountain Lion. The companion software is V2_0_32s as far as I can tell. I don't know if it's RDN or VNC. 

October 15, 2012 01:57 PM
User photo
Josh Maurer
Wyse Technology Inc.

Can you verify that you have Remote Management enabled on your Mac? Please take a look at the following knowledge-base article:

http://pocketcloudsupport.wyse.com/entries/20190843-how-do-i-setup-...

Are you able to connect with a manual connection?

Please let me know if this does not help.

October 15, 2012 03:22 PM
User photo
Dan Ionita-Ariton

ugghh!!!! it was simple. i would go on my ASUS tablet. click connect. it would ask me for a password and DONE. NOW it asks me for a USER NAME and PASSWORD. i have tried ALL my EMAIL accounts and PASSWORDS! i interchanged them. i tried my login names on the computers........ i have tried everything........ what the heck does it want from me???? why the change? why so difficult? shouldnt changes be for the better?! for the easier?!

it's a tablet.... i have no idea how to acces the ports and align the stars. chances are i would mess things up even more.

January 09, 2013 09:49 AM
User photo
Josh Maurer
Wyse Technology Inc.

Hello Dan, please take a look at the following knowledge-base article related to login credentials:

http://pocketcloudsupport.wyse.com/entries/22575258-a-guide-to-pock...

Please let me know if this does not help you get logged in.

January 09, 2013 09:55 AM
User photo
Dan Ionita-Ariton

i appreciate the quick response. it looks to me that it is asking me for the RDP or NLA Credentials since they are not set up under the connection settings of the particular computer. once i enter something in there the credential screen does not appear anymore until it pops back up with invalid credentials 

but i do not get what i'm supposed to put in there. is it the name of the account i log into when i start windows on the computer? Like "me" or "guest"? is it the name of the computer? is it "administrator" or "admin"?

my computer at home is sitting on the start up windows screen right now. if i was there, i would have to click on my account icon, enter a password and it would log into windows. is this what these credentials are trying to accomplish? doesn't really make sense because previously it would log in and i could do all that through my tablet.

January 09, 2013 10:33 AM
Topic is closed for comments