> ## Documentation Index
> Fetch the complete documentation index at: https://support.fieldko.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot Login and Setup

> Fix problems with logging in, first-time setup, offline storage, and expired sessions in the FieldKo Atlas app.

Use this page when you can't log in to the FieldKo Atlas app or first-time setup doesn't finish. Each section says what happened and what to do next.

## Can't Log In

<AccordionGroup>
  <Accordion title="My Company Uses Single Sign-On or a Custom Salesforce Domain">
    By default, the app logs in through `login.salesforce.com`. On the login page, change the login server to your company's My Domain (for example, `yourcompany.my.salesforce.com`). On iOS, tap the **gear icon** at the top of the login page. See [Log In](/getting-started/sign-in#log-in).
  </Accordion>

  <Accordion title="Login Was Canceled or Failed">
    The login page was closed, or Salesforce rejected the login. In a browser, go to your Salesforce login page and check your username and password. Then, in the app, tap **Retry**. If you forgot your password, see [Reset Your Password or Set Up MFA](#reset-your-password-or-set-up-mfa).
  </Accordion>

  <Accordion title="Salesforce Says I Don't Have Access">
    Your Salesforce admin needs to assign you the FieldKo Representative Permission Set and the FieldKo Native Permission Set, and allow your user in the FieldKo connected app. See [Permission Sets](/admin/installation#permission-sets).
  </Accordion>
</AccordionGroup>

## Reset Your Password or Set Up MFA

You log in to the app on the Salesforce login page. So Salesforce handles your password and identity checks, not the app.

### Reset Your Password

If you forgot your Salesforce password, reset it from the login page:

1. Open the app. The Salesforce login page appears.
2. Tap **Forgot Your Password?**.
3. Enter your Salesforce username, and follow the prompts.
4. Open the email from Salesforce, and tap the link to set a new password.
5. Return to the app, and log in with your new password.

If your company uses a custom login page (My Domain) or single sign-on (SSO), you might reset your password somewhere else. Use your company's usual process, or ask your Salesforce admin. For more, see the Salesforce Help article [Reset Your Forgotten Password](https://help.salesforce.com/s/articleView?id=sf.user_password_reset.htm\&type=5).

### Locked Out After Too Many Attempts

Salesforce locks your account after too many failed logins. Ask your Salesforce admin to unlock your account or reset your password.

### Verify Your Identity with MFA

If your company requires multi-factor authentication (MFA), Salesforce asks you to verify your identity after you enter your password. Follow the prompts to use Salesforce Authenticator or another method your company allows. To set up the app on your phone, see the Salesforce Help article [Salesforce Authenticator](https://help.salesforce.com/s/articleView?id=sf.salesforce_authenticator.htm\&type=5).

If you have a new phone or lost access to your verification method, ask your Salesforce admin to reset it.

## Errors During First-Time Setup

If setup fails, you see **Initialization Error** with a message and a **Retry** button. Find your message in the following tables.

### Connection and Download Messages

| Message | What to Do |
| - | - |
| **Network Required**: "To complete first-time setup, please ensure you have a stable internet connection…" | Your connection is too slow or unstable for setup. Move to strong Wi-Fi and tap **Retry**. On a company network, check that `status.salesforce.com` isn't blocked. |
| Initial data download timed out. | Setup took more than 20 minutes. Move to faster Wi-Fi and tap **Retry**. |
| "… failed after 3 attempts … Please check your connection and sync again." | Settings or layouts couldn't download. Check your connection and tap **Retry**. If it continues, ask your admin to check that FieldKo is installed and up to date. |
| Sync Failed: "Data sync encountered an error …" | The data download failed. Tap **Retry**. |
| Unexpected sync response from server | A Wi-Fi login page (such as hotel Wi-Fi) or a network proxy blocked the data. Log in to the Wi-Fi portal, or switch networks. |

### Login and Session Messages

| Message | What to Do |
| - | - |
| Please sign in to continue. | You aren't logged in. Tap **Retry** to open the login page. |
| Couldn't verify your session. Check your connection and tap Retry. | The app couldn't reach Salesforce to check your login. You're still logged in. Reconnect and tap **Retry**. |
| Timed out waiting for credentials after login. | Login finished, but the app didn't receive it in time. Tap **Retry**. If it happens again, fully close the app and reopen it. |
| Could not read your session after sign-in. | Login finished, but the app didn't receive it in time. Tap **Retry**, or fully close and reopen the app. |
| Session could not be refreshed during setup. | Your login expired and couldn't be renewed. Check your connection and tap **Retry**. |
| Setup canceled. Your local changes were kept. | You tapped **Cancel** at **Unsynced local changes**. Go to **Sync**, sync your changes, and then try again. |

### Access Messages

Your admin fixes these in Salesforce. After they do, tap **Retry**.

| Message | What to Do |
| - | - |
| Insufficient Privilege: User does not have access to FieldKo | Your user doesn't have a FieldKo permission set. Ask your admin to assign the FieldKo Representative Permission Set. |
| No profile metadata found. Please contact to you administrator to generate it. | FieldKo isn't set up for your Salesforce profile yet. Ask your admin to run the Metadata Collector. |

## Repair Offline Storage

If you see **Repair Offline Storage** ("This tablet's secure storage was reset, so the app can no longer open its saved offline data…"), the app can't open its offline data. This can happen after an OS update, a device restore, or a security reset.

<Warning>
  **Unsynced changes on the device can't be recovered in this situation.** If you think you had important unsynced work, don't tap **Repair & Re-download** yet. First, email FieldKo support at [support@fieldko.com](mailto:support@fieldko.com). Include your name, Salesforce username, device model, and the exact message you see.
</Warning>

* To clear the damaged data and download everything again, tap **Repair & Re-download**.

## Asked to Log In Again

If your Salesforce session expires or is revoked, the app shows the login page during a sync or when you open the app. Log in with the **same** account. The app keeps your offline data, and your pending changes upload.

* **If you log in with a different account:** The app asks **Switch user?** Read [Switch User?](#switch-user) before you tap anything.
* **If you see "Could not restore your Salesforce session. Sign in and try sync again.":** Log in again from the **Sync** screen.

## Switch User?

The **Switch user?** message appears when a different user or org logs in. **Proceed** deletes the previous user's offline data without uploading it.

* If you weren't expecting this message, tap **Cancel**, and log in with your usual account.
* If you're taking over a shared device, tap **Proceed** only after the previous user has synced. See [Switch Users on a Shared Device](/sync/logging-out#switch-users-on-a-shared-device).

## See Also

* [Troubleshooting: Start Here](/troubleshooting/start-here)
* [Log In and Set Up the App](/getting-started/sign-in)
* [Fix Sync Errors](/troubleshooting/sync-errors)
* [Send Your Data to FieldKo Support](/troubleshooting/send-data-to-support)


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