Hi Brad,
There’s a couple of possible fixes for game login problems.
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You don’t say if you have, but have you tried resetting your in-game password? Changing the password on both the server end and your end can clear up this issue, and is the first step I’d recommend.
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" When I press new user and enter usual login info it works" This is an interesting clue that’s come across our radar in the past. When you registered your in-game username, did you fill both of the name fields? That is to say - the FirstName and LastName fields must have at least one character. Here’s the important part: a space does not count as a character for Zwift purposes. Assuming you did - at some point later, did you change these name fields to something else?
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I see you’re running the Zwift game app on a Widows computer. The Zwift game app piggybacks on the default browser of whatever browser is built in to that OS. For Windows machines, that’s Internet Explorer. Please try purging the cache of IE, even if you normally use a different web browser for web surfing or have a different browser set as your default.
First, make sure that you’ve exited Zwift and it’s no longer running in your Windows system tray or on your computer. Make sure to right click on the Zwift icon here (if present) and choose exit. If no icon is located here, that means that Zwift isn’t currently running on your Windows computer.
To clear Internet Explorer:
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Open your Start Menu type ‘Internet Explorer’ and tap the ‘Enter’ key on your keyboard or left click ‘Internet Explorer’ when you see it come up in the search.
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Click the settings cog wheel in the upper right corner of the browser, put your mouse cursor over ‘Safety’, then click ‘Delete Browsing History’. You can also get here directly by pressing and holding Ctrl and Shift, then with those two buttons held down, tap delete.
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Check ‘Temporary Internet Files and Website Files’.
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Check ‘Cookies and Website Data’
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Check ‘History’.
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(Optionally, you can choose to ‘Preserve Favorites Website Data’ if you commonly use Internet Explorer to browse the internet.
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Finally, tap the Delete button. (You should see a confirmation at the bottom of the screen that says, “Internet Explorer has finished deleting the selected browsing history”.)
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Close Internet Explorer.
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The last step is to purge your game app’s cache. To do this, open Windows Explorer (aka "My Computer) to see the files on your computer’s hard drive.
a. Navigate to the Documents folder that Windows creates in this file path: C:\Users\YOUR_NAME\Documents\Zwift
It looks like this:
b. Delete the prefs.xml file, which is your in-game cache file. This will nuke some of your in-game settings like music volume, graphics settings, but your account details will not be affected because that’s stored elsewhere.
c. When you launch the game again, a new prefs.xml file will be created. You will have to reset any customized settings that you nuked, but these should be quick and easy.
Would you go through those three measures in order and let us know if that cleared up your login problem? If not, we have some other steps we can take, but let’s try these first. I hope this helped!