Troubleshooting login issues

If you are having trouble logging into mabl, use the following checklist to track down the problem:

• Check the mabl status page to see if there is a service interruption
• Identify where login issues are occurring: desktop app, in the web app (app.mabl.com), or both.

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SSO login

For troubleshooting issues with SSO logins, see our documentation on single sign on with SAML.

Troubleshooting from the desktop app:

• Clear the cache: Help -> Troubleshooting -> Clear session cache/storage
• Reset app data: Help -> Troubleshooting -> Reset all app data
• Check your connection to mabl services: Help -> Troubleshooting -> Check connection to mabl services

Troubleshooting from the web app:

• Check the network response: open the Network tab in developer tools and keep it open while you try logging in again:
• In Chrome, select the View menu, then Developer, and the last step is to select Developer Tools. Once you are in developer tools, select the Network tab.
• In Firefox, select the Development Tools, then Web Developer and click on the Network option
• HAR captures: To capture traffic while you are trying to log in, right-click on any entry in the network tab and select "Save all as HAR"

• Try the login in Incognito mode (Chrome) or from a Private window (Firefox). If login works in this way, look for extensions that may interfere with the login process
• Try the login from a different browser. If login works in a different browser, then extensions in your main browser may be the culprit
• Clear the browser cache and remove all cookies

Steps for further troubleshooting:

• Find out whether anyone else on your team is having issues with logging in
• Reach out to support using the in-app chat or by emailing [email protected]. If you do reach out to support, be sure to share the following information:
  • The last time you were able to log into mabl successfully (if ever)
  • Your login method (email/password, Google, or SSO)
  • Any insights you gathered from the previous troubleshooting steps, such as further details, screenshots, or HAR captures