The most common cause of the is error is there might be a slight difference with the credentials you entering and the credentials that are correct, this could be caused by a special character in the wrong place or an extra white space.


The first thing to try and troubleshoot this issue is verify you are entering in the correct credentials.

Once you know your credentials are correct but you still are seeing the error, reach out to your Privia Administrator for further instructions

After you have reached out to your Administrator please send a log file to Customer Support to help continue with the troubleshooting process.


The log file will have specific errors indicating what the problem is and will record the username and domain so that Support can identify most likely cause of the error.

To send a log file follow the steps on the following FAQ - 

Where do I find my Privia client log?