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Login Issues on the Website

Jennifer Sneider Updated by Jennifer Sneider

If you have trouble accessing the SyncOnSet website, it is likely due to one of the issues listed below.

Forgot Password

If you cannot remember your password, click Forgot Password? to have a reset link emailed to you.

Click the link provided in the email to reset your password. 

Your new password must be a minimum of nine characters, including at least one uppercase letter, one lowercase letter, one number, and one special character. Additionally, the new password needs to be different from your last eighteen EP account passwords.

Locked Account

If you enter an incorrect password ten times in a row, you are locked out of your account for 30 minutes for security purposes.

To bypass the lockout, you can reset your EP password.

Clear Browser Cache

If you experience problems on the website (such as a mostly white screen with unresponsive icons or navigation bar) or keep getting logged out, clear your browser cache.

Instructions for clearing cache in Chrome, Safari, and Firefox are below. Please be aware that clearing your cookies and cache might log you out of sites you are logged into.

Pro Tip: As an alternative, you can also choose to open an incognito/private browsing window in your preferred browser and see if that resolves the issue without clearing your cache.

Chrome

  1. Click Chrome in the browser menu.
  2. Click Clear Browsing Data and a new tab opens.
  3. In the new tab, make sure to check the box next to Cached images and files.
  4. Click Clear Data. 

Safari

  1. Click Safari in the browser menu.
  2. Click Preferences and a new window opens.
  3. In the new window, click Privacy.
  4. Click Manage Website Data.
  5. Click Remove All.
  6. Click Remove Now in the confirmation window.

Firefox

  1. Click Firefox in the browser menu.
  2. Click Preferences and a new tab opens.
  3. Click the Lock icon to open the Privacy & Security Panel.
  4. In the Cookies and Site Data section, click Clear Data.
  5. Remove the checkmark in front of Cookies and Site Data.
  6. With the Cached Web Content box checked, click Clear.

Too Many Simultaneous Logins

Most productions limit users to a maximum of three simultaneous sessions, although some studios set lower limits. If your account is logged in on multiple browsers or devices at once, a new login past the maximum limit logs out the other sessions.

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Login Issues on the Mobile App

Cannot Edit Production

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