Troubleshooting application or website login errors for CS Professional Suite

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If you receive an "Unexpected error occurred" message or are experiencing difficulties signing in to our website or your CS Professional Suite applications with your Thomson Reuters ID login credentials, reviewing the following may help resolve these issues.

If you recently made changes to your product licensing and use your CS Professional Suite applications through a desktop or network installation (and are not licensed for Virtual Office CS or Software as a Service), the login credentials you will use may have changed. To verify the type of credentials you will use, complete the following steps.

  1. Open your CS Professional Suite application.
  2. In the login screen, look above the username and password fields, the account type in use is shown.

    To differentiate between CS Web and Onvio Thomson Reuters IDs, use the text below the sign in button.

      

    For more information on setting up CS Web Thomson Reuters IDs details, see Creating and managing login information for the CS website.

    For more information on setting up NetStaff accounts, see Adding NetStaff CS user portals.

    For more information on setting up Onvio Thomson Reuters IDs, see Add or update staff information.

    If a firm's login screen calls for an Onvio TRID and they are no longer licensed for Onvio, there are Onvio licenses that linger in their system. In order to remove the Onvio TRID login screen, rename the Onvio licenses.

    If the firm still has valid Onvio licenses in Flash or EMS, put them in touch with Onvio support for assistance setting up or maintaining Onvio accounts.

    Location License filename
    WinCSI\Licenses\ ddxname.dat
    WinCSI\Licenses\utYY\ iYdxname.dat

    NetStaff CS login credentials can be verified within EMS. Go to Firm > Firm Clients > Web Services Clients Oct'09/forward and click the NetStaff CS tab. Login credentials for any staff with an existing NetStaff account are listed in the Portal Login field.

    Support Representatives: if you need assistance verifying a user's NetStaff CS login credentials contact the Customer Service Call Facilitator.

If you have requested a password reset through the sign in screen in your CS Professional Suite application, your request may be incomplete. Verify the type of login credentials you are using and attempt the password reset again as follows:

First try to clear your web browser's cache or temporary internet files. When in the Web Browser press CTRL+Shift+Delete to navigate to the browser history menu. If clearing the cache does not resolve the issue try adding the following web address' to your trusted sites. 

Adding "*.thomsonreuters.com/*", "*.tr.com/*", "auth.onvio.us", and "gstatic.com" to the Trusted Sites list in Internet Explorer may help resolve this issue. To do so, complete the following steps.

  1. Open Internet Explorer and choose Tools (or Settings) > Internet options.
  2. Click the Security tab, then choose Trusted Sites and click the Sites button.
  3. Enter " *.thomsonreuters.com/*" in the Add this website to the zone field and click the Add button. 
  4. Enter " *.tr.com" in the  Add this website to the zone field and click the Add button.
  5. Enter " auth.onvio.us" in the  Add this website to the zone field and click the Add button. 
  6. Enter " gstatic.com" in the  Add this website to the zone field and click the Add button.
  7. Click Close and then click OK. 

To rule out any additional connection issues, we recommend working with your professional IT staff to add the *.thomsonreuters and auth.onvio.us domains to your email client's approved senders list and to your firewall's exceptions (or whitelist).

For further troubleshooting information or resolving specific error messages, see the appropriate error message or error description below. 

Issues preventing access to both CS Web and CS Professional Suite applications

  • "Your account has been deactivated, please contact your administrator:" This error can occur after a firm's CS Web admin completes the security upgrade process on  cs.thomsonreuters.com. If a staff member is unable to log in to their own Thomson Reuters ID or to a CS Professional Suite application, having a CS Web admin modify the assigned permissions of the affected Thomson Reuters ID may resolve this error. To do so, complete the following steps.

As the CS Web Admin:

  1. With your CS Web Admin account, log in to your  My Firm page and click the  Manage Accounts link.
  2. Scroll down to the row for the staff member who cannot log in and click  Modify
  3. Scroll down to the Permissions section for the selected user, click the  Web Only option, and then click  Save & Return to List.
  4. On the Manage Accounts screen, reset the affected staff member's permission level by clicking  Modify on the row for that staff member.
  5. Scroll down to the Permissions section and click either the  Web & CS Professional Suite Desktop Software option or the  Admin (includes Web and CS Professional Suite Desktop Software) option, as desired. For more details on creating Thomson Reuters IDs, see  Creating and managing login information for the CS website.
  6. Click  Save & Return to List to save your changes. The affected staff member should now be able to log in to their Thomson Reuters ID and use the same credentials to log in to your CS Professional Suite applications. 
  • "Too many sign in attempts. Please check for unlock email or try later:" This issue can occur after too many failed login attempts on our website or within your CS Professional Suite application. After too many failed attempts, you will be locked out and receive this error message. Show me.

    Lockout message

    To resolve this issue, a message with a link to unlock your account is sent to your email account. Click the Unlock Account button in that message to unlock your account. If you do not click the Unlock Account button, your account remains locked until the date and time shown in the message you received.  Show me.

    Unlock email

    Note: We will re-enable the login credentials after 30 minutes or when you click the Unlock Account button in the email message you receive. Please allow up to 15 minutes for this message to appear in your inbox. CS Web administrators do not have the ability to unlock a staff member's Thomson Reuters ID. 

    The lock cannot be cleared by a CF or CPT in the event this occurs. Please advise the user that they will need to wait out the lock as discussed above.

Issues preventing access to or the creation of Thomson Reuters IDs

  • "Email address already in use:" As a CS Web administrator, this issue may occur during the process of creating a new Thomson Reuters ID if the email address entered has already been used to create a Thomson Reuters ID. To address this issue, review the Manage Accounts page for an existing Thomson Reuters ID using this email address. Click Modify to update the email address listed for this account. 

  • "Please check your email to complete your registration process:" After a CS Web administrator adds a staff member's new Thomson Reuters ID, this issue may occur if a staff member attempts to reset their password and has not completed the account registration process. To address this issue, the affected staff member must click the Register Now button in the registration email message to complete the steps for  registering a new Thomson Reuters ID.
  • "An error occurred with your request. Please try again" or "Incorrect Email address or Password:" After creating or modifying a Thomson Reuters ID, this issue may occur if a staff member attempts to log in with a temporary password and has not completed the account registration process. To address this issue, the affected staff member must click the  Register button in the registration email message to complete the steps for  registering a new Thomson Reuters ID.
  1. Visit the My Account page on our website and log in to your CS Web administrator account.
  2. Click the Manage Accounts link in the My Firm section to open the Manage Accounts page.
  3. Go to the the Manage Accounts page, mark the affected staff member (s), and click Invite Selected.

The staff member should receive a message to register their Thomson Reuters ID. To create their password and finish the registration process, they must complete the steps for registering a new Thomson Reuters ID.

As the CS Web Admin:

  1. With your CS Web Admin account, log in to your  My Firm page and click the  Manage Accounts link.
  2. Scroll down to the row for the staff member who cannot log in and click  Modify.
  3. Verify that the Email Address for Login field contains the same address that the affected staff member has entered in their own profile. If necessary, update it to the correct address. 
  4. Click Save & Return to List to save your changes. 

Note: If a CS Web administrator is having this issue, ask another member of your firm that has administrator permissions to complete these steps. If you don't have another administrator at your firm, please contact our Customer Service team at CS.Service@ThomsonReuters.com.

Customer Service:

  1. If there is no other CS Web admin at their firm, you should ask to upgrade another user with an existing Thomson Reuters ID to Admin status, so that new admin can perform these steps.
  2. If there are no other members of the firm with Thomson Reuters IDs, suggest the user have another staff (or use a personal email for themselves) create their own Thomson Reuters ID, even if it is just temporary.

Issues preventing access to CS Professional Suite applications

  • "Sorry, there was an issue on our end. Please try again:" Complete the individual troubleshooting measures successively until access is granted.
    • Click the Sign in button a second time without modifying the previously entered credentials.
    • Check to see if Captcha is required and fulfill the needed action.
    • Press F5 on the keyboard to force the login screen to reload.
    • Close and reopen the program, then attempt to sign in again.
    • Clear Internet Explorer browser history.
    • Clear Internet Explorer cookies and cache.
    • Reset the account password and sign in with the updated password.
  • "Incorrect login or password, please try again:" This issue can occur if a staff member enters invalid login credentials in to the CS Professional Suite application sign in screen. If you recently made changes to your product licensing the login credentials you will use may have changed. To verify the type of credentials you will use, complete the following steps.

    1. Open your CS Professional Suite application.
    2. Clear any text from the login field to view the type of credentials you are prompted for. Based on the prompt you see, log in as follows:
      • "Email Address:" This indicates you will use your Thomson Reuters ID to log in to your applications. Your Thomson Reuters ID is the account you use to log in to our website. Before using your account to log in to your CS Professional suite applications, visit the My Account page on our website to ensure you can successfully log in to our website.

        If you do not have a Thomson Reuters ID, contact your CS Web administrator to get one created. For details, see Creating and managing login information for the CS website. Show me.

        Thomson Reuters ID
      • "NetStaff CS Login:" This indicates you will use your NetStaff CS login and password to log in to your applications. For information on creating staff accounts in NetFirm CS, see  Adding staff portals. Show me.
        NetStaff login

    For additional assistance, see Logging in to CS Professional Suite applications.

    NetStaff CS login credentials can be verified within EMS. Go to Firm > Firm Clients > Web Services Clients Oct'09/forward and click the NetStaff CS tab. Login credentials for any staff with an existing NetStaff account are listed in the Portal Login field.

    Support Representatives: if you need assistance verifying a user's NetStaff CS login credentials contact the Customer Service Call Facilitator.

As the CS Web Admin:

  1. With your CS Web Admin account, log in to your  My Firm page and click the  Manage Accounts link.
  2. Scroll down to the CS Web & Software Users section of the Manage Accounts page and verify that the affected staff member is listed there. If they are not, navigate to their row in this list, click the Modify button, and then click the Web & CS Professional Suite Desktop Software option. Click Save & Return to List to save your changes.

As the affected staff member:

  1. Visit the My Account page on our website.
  2. Log in using the  Thomson Reuters ID credentials you created earlier.
  3. After logging in to the My Account page, return to your CS Professional Suite application.
  4. Log in to the CS Professional Suite application using the same CS Web credentials you just used to sign in to the My Account page.

Related topics

CS Professional Suite application security overview

Troubleshooting for multi-factor authentication

Creating and managing login information for the CS website

Logging in to CS Professional Suite applications

Resetting or updating the password associated with your Thomson Reuters ID

Understanding reCAPTCHA prompts in your Thomson Reuters applications

Internal notes


Errors logging in to a CS Web account, verify the following:

  • A CS Web account has been created. If there is a "C" in the contacts roles column of Flash or EMS, an account has already been created.
  • If registration of their CS Web account has been completed. The EMS Migration Support tool is available to verify this. For assistance, see Internal: CS Web accounts - using EMS Migration Support.
  • If they have forgotten the password for their account. For additional information about resetting passwords - including troubleshooting steps for resetting passwords - see Resetting or updating CS Web account passwords.
  • If they cannot log in after recently updating their email address. Try logging in with the old email address and performing the update again.
  • Check EMS to see if any of the following are true for the external user:
    • They are incorrectly listed under more than one firm ID.
    • They appear more than once in the contacts list for the given firm ID.
    • The email address associated with that individual's login is also associated with another listed contact.

Errors logging in to applications, verify the following:

  • They have successfully logged in to their CS Web account on time after receiving Software only or Web & Software permissions from their CS Web administrator. 
  • The correct permissions to access CS Professional Suite applications have been assigned by the CS Web Administrator. For assistance verifying this using EMS, see Internal: Verifying application login credentials with EMS. For CS Web administrators that need assistance upgrading permissions, see Creating and managing CS Web accounts.
  • Verify the firm ID associated with the license for the application being used. The associated firm ID can be viewed in the lower right portion of the application sign in screen.  

No sign in screen, first program just opens OR being prompted to sign into every application despite already being signed into an active CS application

  1. Confirm all CS Professional Suite applications are up to date with the most recent release.
  2. Firms that should sign in with NetStaff creds should complete the steps discussing in Troubleshooting MFA, NetStaff account no longer able to use SSO after enabling MFA.
  3. Have the user close all CS Professional Suite applications and reboot/restart/reset their computer, all mean the same thing, and try again.
  4. If the issue persists, see the CF to get permission to enter an Authentication Escalation. If an Authentication Escalation is entered, full detail of the issue should be provided along with troubleshooting steps completed leading up to the escalation. At that point, TRTA Platform Analysts will advise you how to proceed.

    Note: If TRTA asks you to rename the JSON file, directions should only be given over the phone and not sent to the user in a permanent written communication via email or Kana.

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