I am coming back to using zwift after knee replacement, zwift has always run fine on my laptop but now I am asked to login twice. The first login screen I am used to and logs in fine, then eventually i get another splash screen with a 2nd login request that fails with the same credentials. Ive never seen this screen before, it is version 1.80. I have reinstalled the app multiple times, cleared my machine of anything referring to zwift, changed wifi networks, changed the pw several times, rebooted my machine and opened support tickets. I can login with my phone so I know its my laptop but again, nothing is cached. Im trying to determine what in the world i need to do to login, there have been no changes to my laptop since i was last using zwift.
Welcome to forums this is Haziel, part of the Support team, have you checked if is there any spaces before or after the username or password? Caps lock on?
Number Lock on? Sometimes it’s the function key that is causing the issue.
If the issues persist please delete Zwift, delete folders, reinstall Zwift, and place your user and password again.
In case you need further assistance please contact us.
Hi @Haziel_P that is exactly what I had tried at least twice prior to posting in the forum…any other ideas? I have a Windows laptop…any specific info I can check on cached credentials? i’ve googled that as well and there was nothing specific to Zwift but there may be something obscure that I am missing. I have been through what you suggested multiple times hoping for more detail. Thanks!
@Haziel_P When I review the log file i see an error that states the the credentials are missing…even though I had input the credentials successfully on an earlier page. So the problem appears to be that the app is not finding them, not that I have something cached. Wondering what the fix is for that. Thanks!
Credentials are stored and accessed by the Zwift launcher, not the game. I do not know the answer to your question but I would be looking at the launcher. They do have this information you could take a look at.
Do you use Edge as the default browser on your machine? Are you able to log in to my.zwift.com using Edge? Does it have any browser extensions installed that you could disable?
@Paul_Southworth Hi Paul-i ran the instructions you sent to clear cache etc and that did not work. I am able to login to my.zwift from the same laptop, i used ms edge.
@Paul_Southworth . I tried the steps from zpcmr and that did not work either. How do i get this to the support team for help? Ive opened tickets but i am not getting to anyone that is telling much useful info. What you provided has been the most detailed, what i am getting from the email form is to reinstall which i have obviously done. Appreciate the help.
As for getting in touch with support, email support@zwift.com, tell them everything you’ve done already in that message, if they give you some silly answer that is stuff you’ve already done, just tell them you’ve already done all that and please escalate to someone who can investigate it.
