04/25/19 02:47 AM  

Unable to login - Sorry, we can't recognize this device | RingCentral

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SummaryThis article provides steps for resolving the error "Sorry, we can't recognize the device. Please use other device or browser and try again." This login issue is related to RingCentral's two-factor authentication.
Details


How to resolve login issues - Error: "Sorry, we can't recognize the device. Please use other device or browser and try again."


Background

To ensure privacy, RingCentral uses two-factor authentication when a user logs into the account.

After the user enters their login information (Phone number and Password), the user is taken to the Account Access Confirmation screen where users are asked to choose how they want to receive the Security Code. 

User-added image


Problem

The system does not accept the Security Code and gives the error "Sorry, we can't recognize the device. Please use other device or browser and try again."

User-added image


Cause

An ad-blocking browser extension, plugin or add-on is blocking RingCentral's two-factor authentication mechanism. It may also be due a network policy in the user's environment.


Solution

1. To rule out a network policy as the cause, try logging in from a different network environment. 

2. Disable any ad-blocking browser plugin, add-on, or extension that may block RingCentral's two-factor authentication mechanism such as uBlock Origin, Ghostery, etc. 
 

Google Chrome browser - How to disable a Google Chrome Extension or Plugin 

Internet Explorer browserHow to disable an Internet Explorer Add-on 

Microsoft Edge browserHow to disable a Microsoft Edge browser Extension 

Mozilla Firefox browserHow to disable a Mozilla Firefox Add-on 

Safari browserHow to disable a Safari browser Extension 


3. Try to login again to see if the issue has been resolved.


 

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