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"Oops, something went wrong" or "Hmm, that didn't work" error when attempting to sign in

SOLVEDby Intuit5Updated December 16, 2022

When logging into the ProSeries or Lacerte sign-in screen, you may encounter either one of these messages.

This error can occur if:

  • The internet security settings are set too high
  • Intuit isn't included as a trusted site
  • You're logged into another computer with the same credentials
  • There's a username and password mismatch

To add trusted sites for Intuit products:

  1. Close your Lacerte or ProSeries software.
  2. In Windows, navigate your Control Panel and select Internet Options from under Network and Internet.
    • You may also use the Search feature on your Windows taskbar to search for "internet options."
  3. Click Security tab.
  4. Click on the Trusted Sites.
    • If you are on a network, please add to Local Intranet Sites instead of Trusted Sites.
  5. Click on the Sites button.
  6. Add and verify https://* is added to the list of Trusted Sites.
    • If needed, add by using the Add this website to the zone.
  7. Click Close.
  8. Change the Security Level for this zone section to Low.
  9. Click Apply and then OK.
  10. Reopen your tax software.
  11. Attempt to login.
  12. If issues persists, reset Internet Explorer.

To reset your password for Manage Users:

  1. Click I forgot my user ID or password.
  2. Enter your email address or user ID associated with your Manage Users login.
  3. Click Continue.
  4. Once you receive the recovery email, follow the on-screen instructions.

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