Follow this guide if you having issues with logging in to our Windows/Web/iOS app.
1. Make sure you are on the correct time zone
Having incorrect time zone of your device can prevent you from logging in. We suggest you to correct your time zone by setting it up automatically
2. Use our MSIX build instead of Microsoft Store's
You can download our MSIX build by going to our download page here: https://www.drawboard.com/download
3. Double check your VPN or Firewalls
It is possible that your VPN or Firewalls (or any network security) is preventing our app from logging in. Try disabling them for awhile to check if the login issue goes away.
4. Reinstall the Application
Often times, a simple reinstall can resolve the issue (Make sure to save all your documents first before doing so to prevent any annotations lost)
5. Upgrade your Operating System
Please upgrade your Operating System to the latest version.
6. If the above doesn't work, please do the following and send us the result via support ticket.
1. Login to our other platforms using the same device
If you are having issues signing in to our windows app, we encourage you to login to our web app. If the issue persist on our web app, we suggest you to use the incognito mode on the browser.
2. Login with another device using the same network
It is possible there might be an issue with your device. So, we would suggest if you could try to login to our app using another device on the same network. If that works then there might be an issue with your device.
3. Send us the log.dat files from the app
Please follow the steps below on how to get the detailed loggings from the app
-
- Turn on detailed loggings from the app's setting
- Relaunch the app
- Attempt to login
- Open Setting > Help > Show logs
- Send those log files to us
- Turn on detailed loggings from the app's setting
4. Get a screen recording of the issue
Once you have finished doing the troubleshooting steps above, please send the result to us via submitting a ticket through this link: https://drawboard.zendesk.com/agent/