After hours log in
self troubleshoot

Can’t log in with the V2 Cloud desktop app?

Is there a double session running?

It sometimes happens when users never sign out and always log back in. The session will open twice in Windows. You can contact the administrator of your cloud computer and ask him to open the Task Manager. Under the tab Users, if a user’s name appears twice, he can right-click and select Sign out on both.

You can now log in

Wrong password for Mac users?

Mac users will need to enter their Windows password after they enter their V2 Cloud password when using the V2 Desktop app. You can refer to this tutorial to learn how to synchronize the V2 Cloud password and the Windows password easily from the Dashboard. Only the Administrator of the cloud computer can do this action. If you can’t reach your Administrator, you can toggle RDP off or use a web browser to connect.

You now only have one password to enter twice when connecting to V2 Cloud with the Desktop app with RDP toggled ON on your MAC.

Antivirus is blocking the V2 Cloud desktop app?

There are 3 ways you will know your antivirus is blocking our application.

  • Your web browser will not open, and you can’t enter your credentials.
  • When connecting with RDP, there will be an exclamation mark.
  • Your antivirus warns you that some files are quarantined.

You need to open your antivirus setting and exclude these folders’ paths:

  • C:\Program Files\V2 Cloud
  • C:\Users\”User”\AppData\Roaming\V2 Cloud
  • C:\Users\”User”\AppData\Local\v2client-electron-updater
  • C:\Program Files\V2 Cloud\extraFiles folder.

Uninstall and reinstall the V2 Cloud desktop application and you will be able to log in

Click on Log to V2 Cloud, but nothing happens?

This happens rarely, but it could be what’s preventing you to log in. You can change your default browser on your local PC as shown below. This will allow the application to open a web browser page to enter your credentials.

  • Select the Start button, and then type Default apps.
  • In the search results, select Default apps.
  • Under Web browser, select the browser currently listed, and then select Google Chrome (or another one).

You can now log in

Error message asking to download/update .NET Framework

If the .NET framework is not installed properly on the local PC, the V2 Cloud desktop app will not work. This is a Windows component and it is updated frequently by Microsoft.

  • Close all open programs.
  • Open the Windows Start menu.
  • Type “Control Panel” into the search and open Control Panel.
  • Go to Programs and Features.
  • Select Uninstall a Program.
  • Select Turn Windows features on or off.
  • Find .NET Framework on the list.

If the .NET Framework 4.5 (or later) checkbox isn’t checked:

  • Select the checkbox to turn on .NET Framework 4.5 (or later).
  • Select OK to save your changes.
  • Restart your computer.

If the .NET Framework 4.5 (or later) checkbox is already checked:

  • Select the checkbox to turn off .NET Framework 4.5 (or later). Don’t turn it back on.
  • Select OK to save your changes.
  • Restart your computer.

When you’re back into Windows, follow the steps above to turn on .NET Framework 4.5 again.

If Microsoft .NET Framework 4.5 (or later) is on the list, repair it:

  • In the Programs and Features window, select Microsoft .NET Framework 4.5 (or later).
    Then select Uninstall/Change.
  • Select Repair and then select Next.
  • Follow the on-screen instructions.
  • When the repair finishes, restart your computer.

You can now log in

Can’t log in using the web browser?

It might be a caching error. Here is how to clear the cache for some of the major web browsers

Firefox

  • Click the menu button and select Options.
  • Select the Privacy & Security panel.
  • In the Cookies and Site Data section, click Clear Data…
  • Remove the checkmark in front of Cookies and Site Data.
  • With Cached Web Content check marked, click the Clear button.
  • Close the about: preferences page. Any changes you’ve made will automatically be saved.

Tip: Here’s another way to clear the Firefox cache:

Click the Library button , click History, and click Clear Recent History…. Next to Time range to clear, choose Everything from the drop-down menu, select Cache in the items list, make sure other items you want to keep are not selected, and then click the Clear Now button.

Chrome

  • On your computer, open Chrome.
  • At the top right, click More
  • Click More tools Clear browsing data.
  • At the top, choose a time range. To delete everything, select All time.
  • Next to “Cookies and other site data” and “Cached images and files,” check the boxes.
  • Click Clear data.

Safari

  • Click on the Safari tab at the top right of your screen and choose Preferences from the dropdown menu.
  • Click the Advanced tab of the menu that pops up.
  • At the end of the tab, select the “Show Develop menu in menu bar” box and close the Preferences menu.
  • Click the Develop tab from the Safari menu at the top of the page.
  • Click Empty Caches from the dropdown menu.

You may also want to clear your browsing history in addition to emptying your cache. Here’s how to do that.

  • Choose the History tab in Safari.
  • At the very bottom of the dropdown menu, choose Clear History.
  • A box pops up with a choice to clear the last hour, today, today, and yesterday, or all history. Choose your time frame and click the Clear History button.

You can now log in

Log in issues common to the V2 Cloud app and web browser:

Black screen when trying to log in?

Contact the Administrator and ask him to sign off the user inside Windows. This is a known Windows issue for Windows 10. As we are monitoring this issue, please contact [email protected] during working hours to let us know.

You can now log in

Can’t log in with a remote app on my very first login?

Contact the Administrator to give him Full Desktop access so the Windows user profile to be created and then assign him to the particular Remote Application. You can follow this tutorial starting at STEP 3.

You can now log in

Password is incorrect, but it is the right one

Your password might not meet the requirements. Follow this link to reset your password. Be sure you have access to the email address of the account.

The password length should be a minimum of 8 characters. It should contain at least 1 uppercase letter, 1 number, and 1 special character, and no empty spaces. It cannot contain any part of the Windows username or your email address.

You can now log in

Back To Tutorials Menu