Unable to Login On My PC while others can

Issue Overview

Users may occasionally encounter a persistent "Oops" error or a "Failed to Create New User" message when attempting to log into the platform. This typically happens even after standard troubleshooting steps—like clearing browser cache or using Incognito mode—have failed.

The "Failed to Create New User" error is a "smoking gun" indicating that the system is misinterpreting a Login attempt as a Registration attempt. Because the user's email is already in the database, the system blocks the action to prevent duplicate accounts, resulting in a generic error.

Potential Causes

If this issue is isolated to a single machine or user profile while others in the same office can log in successfully, the cause is likely one of the following:

• Identity Conflict: A "ghost" or unverified profile exists in the backend that is conflicting with the active account.

• Third-Party Security Software: Applications like MacKeeper, CleanMyMac, or enterprise-level firewalls can install background "Web Shields" or "Certificates" that strip away authentication tokens.

• Stuck Local Storage: Modern browsers store "tokens" in Local Storage that are more persistent than standard cookies and may not always be cleared by a simple cache wipe or Incognito session.

• Network Artifacts: Even if the application is "off," hidden network proxy settings can interfere with the handshake between the browser and our servers.

Recommended Solutions - (Please consult with your office IT Tech).

1. Perform a "Nuclear" Browser Reset

Standard cache clearing may not be enough. If the error persists in Incognito, try clearing the Application Storage:

1. Navigate to the login page.

2. Right-click anywhere and select Inspect (or press F12).

3. Go to the Application tab at the top of the inspector tool.

4. Select Storage in the left-hand sidebar.

5. Click the Clear site data button.

6. Refresh the page and attempt a manual login (avoid using saved passwords/auto-fill for this attempt).

2. Check for System-Level Network Filters (Mac Users)

If security software was previously installed, it may have left a persistent filter in your system settings.

• Go to System Settings > Network > Filters.

• Look for any third-party filters (e.g., MacKeeper, Content Blockers). Disable or remove these to see if they are intercepting the login token.

• Check System Settings > Privacy & Security > Profiles (at the bottom). If there are any "Configuration Profiles" you don't recognize, they may be forcing your traffic through a proxy.

3. Backend Profile Reset (Contact Support)

If local troubleshooting fails, our support team may need to "reset" your identity on the server side:

• Check for Duplicate Emails: Support will verify if your email address is tied to a pending invitation or a secondary "ghost" account.

• Delete and Re-invite: In some cases, deleting the problematic user profile from the database and sending a fresh invitation is the fastest way to clear the "Identity Conflict."

4. The "Hotspot Test"

To confirm if the issue is with the machine or the network:

• Disconnect from the office Wi-Fi and connect to a mobile hotspot.

• If the login still fails on a hotspot, the problem is definitely on the local computer or the user account profile, not the office internet.

Note: Always ensure you are navigating directly to app.lawpractice.ai/login rather than clicking an old bookmarked link, which may contain expired session data in the URL.

Still having trouble? Reach out to your Account Manager to schedule a screen-share session so we can inspect the backend logs in real-time.