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If you get a "The information you entered does not match what we have on file" or "Invalid username or password" error when trying to log in to your environment, here are some troubleshooting steps to help you find what could be preventing you from logging in.

Confirm your login credentials are correct

First, please make sure you're using the correct login credentials for your instance, without an extra space before or after your username (i.e. your email address) and password.

Confirm your browser bookmark directs you to the correct login page

If you access Inova Classic from a bookmark in your browser, edit your bookmark and verify the URL looks like the following:
https://[yourcompanyname].partneringplace.com/inova-partner

In other words, if the URL you saved looks something like this:
https://[yourcompanyname].partneringplace.com/inova-partner/ctx/auth/home.do?97FDE914492A4F7D=A64E35EA59BD0D4FA8C39173148078C9
Please make sure to remove anything after "inova-partner" and save the changes to your bookmark:
Chrome_Edit_Bookmark.png

Try logging in using your browser’s incognito mode

Once you've made sure the first two points are correct, a good way to check if your login failure is due to your password or a cache/cookies issue is to try to log in using your browser in private/incognito mode. Please find below how to do so with the main supported browsers.

#tabs

Google Chrome

With Google Chrome:

  1. Open Chrome.
  2. At the top right, click More (three dots icon) and then New Incognito Window.
  3. A new window appears. In the top corner, check for the Incognito icon.

Microsoft Edge

With Microsoft Edge:

  1. Open Edge.
  2. At the top right, click Settings and More (three dots icon) and then New InPrivate window.
  3. A new window appears. In the top corner, check for the Incognito icon.

Mozilla Firefox

With Mozilla Firefox:

  1. Open Firefox
  2. At the top right, click Menu (three lines icon) and then New Private Window.
  3. A new window appears. In the top corner, check for the Incognito icon.
 

Clear all cookies and the cache

If you are able to log in using your browser in private mode, it probably means your password is correct but you have a cache/cookies issue.

In this case, you will have to clear your cache and cookies to fix the issue and be able to log in without using your browser in private mode.

#tabs

Google Chrome

With Google Chrome:

  1. Open Chrome.

  2. At the top right, click More (three dots icon) and then Settings.

  3. Under "Privacy and security," click Cookies and other site data.

  4. Click See all cookies and site data.

  5. At the top right, search for your Inova Classic application, ie [yourcompanyname].partneringplace.com and app.partneringplace.com.

  6. To the right of the site, click Remove (trash can icon).

Microsoft Edge

With Microsoft Edge:

  1. Open Edge.
  2. At the top right, click Settings and More (three dots icon) and then Settings
  3. On the left menu, click Cookies and site permissions and then Cookies and site data.
  4. Select See all cookies and site data.

  5. At the top right, search for your Inova Classic application, ie [yourcompanyname].partneringplace.com and app.partneringplace.com.

  6. To the right of the site, click Remove (trash can icon).

Mozilla Firefox

With Mozilla Firefox:

  1. Open Firefox.
  2. Go to your Inova Classic application, ie https://[yourcompanyname].partneringplace.com/inova-partner and app.partneringplace.com.
  3. Click the padlock icon at the left of the address bar.
  4. Click Clear Cookies and Site data.
 

Reset your password

If none of the above worked, you will need to request a password reset.

  • If you are a standard user, please contact your system Administrator to initiate a password reset for you. If you are unsure who your system administrator is, please contact Inova Support.
  • If you are a system Administrator and no other Administrator can help you reset your password, please contact Inova Support.