Troubleshooting CS Web or application login errors

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If you receive an "Unexpected error occurred" message or are experiencing difficulties singing in to our website or your CS Professional Suite applications with your CS Web account 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. 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 CS Web account to log in to your applications. Your CS Web account 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 CS Web account, contact your CS Web administrator to get one created. For details, see Creating and managing CS Web accounts. Show me.

      CS Web account
    • "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.

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:

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 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 CS Web account or to a CS Professional Suite application, having a CS Web admin modify the assigned permissions of the affected CS Web account 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 CS Web accounts, see Creating and managing CS Web accounts.
  6. Click Save & Return to List to save your changes. The affected staff member should now be able to log in to their CS Web account 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. CS Web administrators do not have the ability to unlock a staff member's CS Web account.

Issues preventing access to or the creation of CS Web accounts

  • "Email address already in use:" As a CS Web administrator, this issue may occur during the process of creating a new CS Web account if the email address entered has already been used to create a CS Web account. To address this issue, review the Manage Accounts page for an existing CS Web account 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 CS Web account, 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 CS Web account.
  • "An error occurred with your request. Please try again" or "Incorrect Email address or Password:" After creating or modifying a CS Web account, 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 CS Web account.
  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 CS Web account. To create their password and finish the registration process, they must complete the steps for registering a new CS Web account.

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 CS Web account to Admin status, so that new admin can perform these steps.
  2. If there are no other members of the firm with CS Web accounts, suggest the user have another staff (or use a personal email for themselves) create their own CS Web account, even if it is just temporary.

Issues preventing access to CS Professional Suite applications

  • "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 CS Web account to log in to your applications. Your CS Web account 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 CS Web account, contact your CS Web administrator to get one created. For details, see Creating and managing CS Web accounts. Show me.

        CS Web account
      • "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  CS Web account 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

Creating and managing CS Web accounts

Logging in to CS Professional Suite applications

Resetting or updating a CS Web account password

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.  

 

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