This article provides troubleshooting steps for users who are unable to authenticate their Qlik Sense Desktop.
Error message received:If you receive the error message above when trying to authenticate Qlik Sense Desktop, please follow the troubleshooting steps below:
1) Ask the customer, that if they registered a new account, log into the account at qlik.com on a new browser. Then try and open the Desktop.
2) Please verify that you are using your Qlik Account username NOT
Note: Your email address is not the same thing as your Qlik Account username.
If you have forgotten your Qlik Account username or are unsure what it is, please follow this link
to reset your password. Your username will be provided in the system generated email that you receive.
3) If you are sure that you are trying to authenticate with the correct username and password and are still unable to, please upgrade to the most recent version of Qlik Sense Desktop here
4) If you are still unable to authenticate Qlik Sense Desktop after upgrading to the current version, please contact the Customer Support team by logging a case in the Support Portal (either as a guest or after logging in with your Qlik Account username). To access the Support Portal, please go here.