Troubleshooting login problems

You may encounter problems when you try to sign in to Control Center. For example, if you know you're entering the correct username and password, but keep getting an error message. Or, if you enter your login credentials, but the button grays out and becomes unclickable. These issues are fixable—often without having to contact Brightspeed.

Problems with login credentials

If you've forgotten your login credentials, you can retrieve your username and password. (If needed, as part of the retrieval process, you can reset your password.)

If you're certain the username and password are correct, the problem might be how you're entering the information.

• Are you copying and pasting your username or password? If so, that could be why you're experiencing troubles. When a username and password is copied, extra spaces may be included and inserted as part of the login credentials. With the extra space, the system doesn't recognize the username or password, and you get an error message. If this is the problem you're experiencing, manually typing in your username and password should solve it.

• Are you relying on your browser to enter your password using stored information? Stored passwords usually don't work with our systems. We recommend manually typing in your Control Center password, rather than relying on your browser to retrieve it.

For some customers, the system automatically adds @control.brightspeed.com to the end of their username. For example, if your username is sallysmith, the system would change it to be sallysmith@control.brightspeed.com. If you see this happen with your username, do not delete the @control.brightspeed.com. It's there for a reason and is part of the login process.

Problems with a deactivated user profile

If it's been a while since you last signed in, your Control Center user profile may be deactivated. For security purposes, Control Center deactivates user profiles after six months of inactivity and emails you 30 days before to remind you that your profile will be deactivated. (You can keep your profile active if you sign in every six months.) If your user profile is deactivated, your system administrator can reactivate your user profile for you so you can sign in again.

Problems with a locked user profile

After several unsuccessful login attempts, Control Center locks your user profile for security purposes. This is a preventative measure against unauthorized people accessing Control Center with your credentials. If your user profile is locked, you'll receive an email with instructions on how to proceed.

Problems with your browser or network

If your login credentials are correct, the problem could be with your browser. If Control Center is running slowly, that could be a browser problem, try the following:

• clear your browser cache, history, and cookies
• try using a different type of browser (e.g., Chrome, Firefox)
  
• update the browser version you're using
   

If none of these things work, close your browser and restart it.

Sometimes login problems have to do with your IP address. For instance, if you work for a government agency and have tried the things mentioned in this article without success, you should consult your IT department. The problem may be that your computer was temporarily disconnected from your network. Resetting, or renewing, your static IP address could solve the problem.