Login Fail + Auto-Reopen Issue

[Jimbo]

Dear Remotly Support Team,
I am experiencing two critical issues with the Remotly desktop app on my Windows 7 (64-bit) system:

1. Login Failure with Correct Credentials
   • I registered on your website using my email and password, and my account works perfectly on the website and mobile app. However, the desktop app rejects my credentials, showing “Incorrect username or password” despite entering the exact same email and password.
   • The desktop app has a “username” field, while the website uses “email” for login. Could this be causing the mismatch?
2. App Auto-Reopening After Closure
   • When I close the app , it reopens automatically without any action from me. the only way to prevent it from reopening is to forcefully end its process through Task Manager.
     
     Please investigate these issues and advise on fixes. Let me know if further details are needed.

Best regards,
[ Jimbo ]

 

[mirillis]

Hello Jimbo,

"1. Login Failure with Correct Credentials"
Username is the same as account registration email. Do you enter the password by hand or copy/paste? If by copy/paste please make sure there is no trailing space copied (It is a common problem). Do you have special characters in your password (It should make no problem but it's better to know)

"2. App Auto-Reopening After Closure"
If the PC app auto-reopens after close then it must have crashed during closure. Remotly has an auto-reopen function in case it crashes and you are away and cannot start it manually. This auto-reopen should not happen after a crash that has happened during app closure. It is a problem we need to check.

 

[Jimbo]

Dear Remotly Support Team,
Thank you for your prompt response. Below are the details addressing your questions:

1. Login Failure Issue:
   • I confirm that I am using my registered email as the "username" in the desktop app (identical to the email used on the website/mobile app).
   • The password is entered manually via keyboard (not copy/pasted), ensuring no trailing spaces or typos.
   • My original password included uppercase letters and numbers (no special characters). After your email, I changed it to a lowercase-only password with numbers, no special characters or spaces, and reconfirmed it works on the website/mobile app.
   • Despite these changes, the desktop app still shows “Incorrect username or password”.
     
     Following up on my previous ticket, I am attaching a screenshot of the Task Manager Processes tab for further clarity on the auto-reopening issue.
     
     Key Observations from the Screenshot:
     1. The Remotly desktop app spawns multiple background processes even after closing the app via the X button.
     2. These processes (visible in the screenshot) persist and trigger the app to reopen automatically unless manually terminated via Task Manager.
     3. Before and during login attempts, only these Remotly processes are visible in Task Manager. No additional components or services related to the app appear, even when I try to log in.
        
        Please review the attached screenshot and investigate whether these processes are intended or indicative of a deeper issue (e.g., failed authentication handlers, background service errors). Let me know if further diagnostics (e.g., logs, system specs) are needed.
        
        Best regards,
        [ Jimbo ]

 

[mirillis]

Thank you for more details. The process responsible for auto-restart after crash is remotly_launcher_x64.exe. Please delete it (or rename it) so it will not restart automatically every time. We will investigate it later when we find out why are you getting "Information (200)" which should never happen.

Can you please send us your Remotly username/email in a private message so we can further investigate this problem in the system.

 

[mirillis]

BTW. You are probably entering the username and password properly. The login has succeeded but this Information (200) states that there is a problem with fetching your remote device(s) list.

 

[Jimbo]

Dear Remotly Support Team,

Thank you for your response. Below is a summary of the ongoing issue for clarity:

1. Login Failure with Information (200) Error:
   • I consistently receive the error "Login failed" followed by "Information (200)" when attempting to log into the Remotly desktop app (Windows 7).
   • Credentials are correct:
     • Email (used as username) and password work flawlessly on the Remotly website and mobile app.
     • Password is entered manually (no copy/paste) and contains only lowercase letters + numbers
   • Despite the error, the Remotly website automatically detects and lists my device under My Devices after login attempts, confirming that:
     • Authentication succeeds on the backend.
     • The desktop app likely partially logs in but fails to fetch the device list or complete the workflow.
2. Critical Observations:
   • After triggering the error, my device appears in the My Devices list on the website without manual action, proving the desktop app communicates with the server.
   • However, the desktop app blocks access to features (e.g., device management, Connection ID) due to the error.
   • Clearing cookies, logging out, or reinstalling the app does not resolve the issue.

Please investigate:

• Why the desktop app throws an Information (200) error despite partial login success.
• Whether the app's device-list fetching process is broken on Windows 7.
• If there are compatibility issues or misconfigured permissions in the desktop app.

Let me know if logs, screenshots, or additional details are required.

Best regards,
[ Jimbo ]

 

[mirillis]

Please send us the email associated with your account via a private message to the admin (mirillis) user on the forum.

Thank you for your cooperation!