Error message: "could not retreive user info"

I get the following error message when trying to log in to Insightly: "could not retreive user info" (sic). Has anyone else had this issue? Any potential solutions would be highly appreciated

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  • Hello Ana, thank you so much for your post!

    It looks like based off of the activity on your account that you were able to successfully log in.

    If you're still having issue with this. First try checking if it's your browser by trying a different browser. 

    If you're still having issues after that, please let us know!

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  • Hi Jessica, unfortunately no, I still haven't been able to log in. I just tried again and got the same error message.

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  • @Ana - Were you able to try logging in with a different browser? 

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  • I have tried Chrome, Firefox and Explorer, all with the same results.

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  • @Ana - There are three ways to log in to your Insightly for Google Apps account so it might be helpful to try a different method:

    1) From Google Apps, click on the Apps icon (a small 9-box grid in the upper right). When the apps window appears, scroll down to the very bottom of that window or click on the ""More"" item. The Insightly app will appear there. This is the recommended method. If you have a new Insightly account, the Insightly icon may take 24 hours to appear in the list.

    2) You can log into Insightly directly by going to https://googleapps.insight.ly. You can set this as a bookmark on your browser.

    3) From the Insight.ly or Insightly.com homepage, click on the gray Login button in the upper right and select the option to Login with Google Apps (do not enter an email address or password on that screen). On the next screen enter your Google Apps domain, e.g. 'mydomain.com'—do not enter a . or an @ symbol.

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  • Thanks Jessica - #1 and #2 both worked for me. I was previously using option #3.

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  • @Ana - Fantastic! Glad that worked out for you! :) Have a great day!

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  • I am getting the same issue but when I tried #1, #2, and #3, None of them worked. It started happening today. Been using Insightly for about 1 year without signin problem.

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  • BTW you have a typo in your error message. It should say "retrieve" and not "retreive". 

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  • @Sylvain - Have you also tried logging in with a different browser than the one you're using, if you're still experiencing this issue? 

    Thank you for letting us know about the typo, I'll let engineering know to fix it. 

     

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  • Same issue. I've tried Chrome (what I normally use) and also Safari now.

    I've noticed while searching my emails that I had a similar issue back in March (see ticket #86833). It turned out to be an issue on your side. Now I can't recall if the error I was getting was the same though. Just that I was unable to login.

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  • @Sylvian - Thank you for letting me know! 

    Is everyone on your account having the same issue or is it your login only?

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  • Let me get back to you on that. We have 3 accounts and the other 2 are away.

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  • @Sylvain - Thank you, I look forward to hearing back!

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  • ok both of them tried and were able to login. I am the odd one out.

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  • Sorry don't think I heard back. I am still having the issue. One interesting tidbit is that the plugin inside gmail is working fine. I can create contacts and opportunities from emails.

    Also I read somewhere else that I should check the marketplace to see if the app is ON (and it is) and if that didn't help, to uninstall Insightly and reinstall. 

    Won’t removing Insightly from Google Apps delete all the info we have in Insightly? We have been using it for over 1 year and have quite a bit of data in it.

     

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  • oh right, turkey day I am guessing.

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  • @Sylvain - Thank you for being patient! You are correct, we were out for the day of turkey! 

    Uninstalling/Re-installing won't affect your Insightly account information, so you can absolutely do that. I would recommend it! 

    Let us know if you need any help!

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  • Same issue here,

    Two of us have no problem, one gets the error message "can not retrieve user info" Tried the different login options already.

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  • Same issue here.

    Just like Tim, 2 have no problem logging on, just my own account isn't working. I've tried all 3 login locations and none of them are working.

    I'm using chrome but have tried clearing the cache as well as other browsers.

    Is there a way to use a login method other than google oath if that's all that has been used previously?

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  • The employee having the login issue also uses chrome but we also tried IE to be sure and no luck.

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  • Just an update. While I did not actually resolve the issue with tech support, the employee was able to log in today without and issue. Will keep you posted.

     

    Tim

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  • Mine started working today too

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  • @Tim & @Sylvain - Thank you guys for letting me know! If anything reverts back to how it was previously, please let me know. Hopefully this will stick! 

     

    @Peter - Was this resolved for you as well? 

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  • @Jessica - It was, thank you for your help!

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  • @Peter - Fantastic! Thank you for letting me know! :) 

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  • Looks like everyone in our office is having this issue now...tried all 3 recommendations...what was the issue the last time and can this be fixed quickly?  Hard for business to function with no access to our data...

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  • Hi Raymond:

    Several users are seeing this as well and we are working with Google Apps to have this resolved as soon as possible. We will be sure to update you once we hear more. 

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  • @Lyla, the same here with my account.

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  • Ok - thanks for your attention.  What is odd to me is I am somehow able to access support / this thread and show as logged in...but can not log in even through the site.  Looking forward to getting back to work....

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