Ask Search:
Neil McGeochNeil McGeoch 

Password not working on a specific computer

I have a user who cannot login to Salesforce from her own laptop. She can enter the same username and password into a different machine and it works. I can login with her details from a different IP range and it works, yet her laptop just won't let her in.
Any ideas as to what I should check?
Subramanyam MeareSubramanyam Meare
What message does login history of that user is showing?
Matthew LambMatthew Lamb
What exactly does "can't log in" mean? It processes the login and gives what message exactly?

Also make sure you're going to "".
Neil McGeochNeil McGeoch
Your login attempt has failed. The username or password may be incorrect, or your location or login time may be restricted. Please contact the administrator at your company for help.
User Name
[          ]
[X] Remember User Name
[Login]Forgot your password?

I have tried logging in and it has worked, a colleague of the person has tried from the same office and it has worked, its just her laptop that won't let her in. If it isn't Salesforce related then I can pass on to IT, but if there is something I can do as an admin, it would be helpful to know what to look for.
None of the attempts are showing in the login history.
Subramanyam MeareSubramanyam Meare
Could you please go to User detail page of that user & check what  message shown in User login history related list? & let us know.

The login of the user may fail could be due to following reason:-

1) The IP range might be not included for userprofile
2)system admin could have defined the Login time restriction

Post the screenshot of the user login history.
Neil McGeochNeil McGeoch
Nothing appears in the login history for this. All it is showing is Invalid Password and then Success. But this is the colleague in that office.
It can't be IP range as the colleague is getting in.
It can't be time/date as this has never been a problem until a week ago.
The only change has been, the user logged in from a different office on their own laptop and had to send a verification code because the IP address was different. Now that they are back in their own office, they can't log in.
Tim MeehanTim Meehan
I am having the same issue. Did you ever find a resolution or workaround?
Neil McGeochNeil McGeoch
I logged a case with Salesforce and they phoned my user. I think they got her to delete login history from their IE History and clear the cache..?
Patrick BergenPatrick Bergen
Has anyone figured this one out?