This article explains steps to troubleshoot the "Login Failed - Unable to Login. Please try again" error message when attempting to log into Nuance Mobile. This is a connection error - please note that this is a different error message from the "Authentication failed - Invalid Username, Password or Client. Please check and try again" error message, which indicates that one of the three login fields is invalid.
Restarting your device can fix many performance or connection issues. Please power off your device completely and turn it back on to see if you are able to log into Nuance Mobile. If restarting the device does not resolve the issue, please check the following steps outlined below.
If your device is connected to a WiFi network (you could be connected to your wireless network at your home or office), please ensure that you are able to connect to and load data from other sources. A quick way to check this is to open the web browser on the device and going to a website like www.google.com to see if the page loads and is able to display search results.
If your device's wireless network is unable to load web pages, the cause of the issue is with the network and not Nuance servers. Please reset your wireless router or contact your Internet Service Provider.
If your device is not connected to a wireless network, please ensure that the device has a strong cellular connection to send and receive data. Please try the step described in the above section - open the web browser on the device and go to a website like www.google.com to see if the page loads and is able to display search results. If you are in a hospital or clinic facility where cellular reception is unstable, the connection may not be strong enough to log into Nuance Mobile.
If your device is on Airplane Mode, it will have no cellular connection - please ensure that, if you are on airplane mode, that you are connected to a working wireless network. If not, please turn off airplane mode on the device and try to log into Nuance Mobile again.
If you can load data (like web pages or email) from your wireless or cellular connection with no issues, but are still having trouble logging into Nuance Mobile, please contact the helpdesk at (608) 270-6400 for further assistance.