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Error: "Authentication problem....unable to authenticate your credentials at this time"

Created on  | Last modified on 

Summary

Error: "Authentication Problem. We are unable to authenticate your credentials at this time." when running WebSync Wizard. Unable to sync Sage 50 Direct Deposit.

Cause

  • Using Text message for 2-factor authentication
  • Incorrect email address or password
  • Websync authentication blocked
  • Internet settings
  • Windows updates

Resolution

If the error happens after entering the email address and password in the WebSync Wizard

 NOTE: Current issue using Text message for 2-factor authentication 

This issue was corrected with the release of the July 2024 tax update for version 2024.0.1. The fix is included in subsequent tax updates as well, so just ensure that you are on the latest tax update. See How to check for updates.

If the problem still happens, there could be a different cause. Review the other troubleshooting steps below:

The Direct Deposit Service may be down

  • The Sage Sage 50 / Sage 100 US Direct Deposit service may be down temporarily. You can check the status at https://status.sage.com. If the service is down, rest assured that we are working to restore service as soon as possible.

If the error still occurs after logging in to the WebSync Wizard

  • Make sure the Direct Deposit service is active for the Sage account email

If you’re syncing a direct deposit company for the first time, make sure the service is active for your Sage account email.

Find your welcome email from Sage Solutions Admin and click the link to activate. If you have an existing Sage account, you will just need to sign in. You can create a Sage login here if you don’t already have one.

  • Verify the email address and password

    • Verify that you entered the correct email address and password. If you aren’t sure that you’re using the correct email address, contact iSolved Direct Deposit Services at 833-203-7226
    • Reset your Sage account password. See How to reset direct deposit password for Sage account password reset instructions, and then try the WebSync Wizard again

  • Incorrect payroll solution is selected

  1. Select Maintain, and then select Company Information.
  2. In the Payroll box, select Sage 50 Accounting Payroll Module with Direct Deposit from the drop-down selection.
  3. Click OK.
  4. Close and reopen the company.
  5. Verify that the sync runs successfully.

If the error happens when the WebSync Wizard opens before you’re able to log in

  • Internet issues

  • Temporary IPv6 addresses

  1. Press the Windows key + R to open a Run line.
  2. Type cmd and press Enter, which will open a command prompt.
  3. At the command prompt, type in ipconfig and press Enter.
  4. If you see Temporary IPv6 Addresses, this commonly causes this issue. Try setting Windows to prefer IPv4 addresses over IPv6. See How to set Windows 10 to prefer IPv4 over IPv6.
  5. Open the WebSync Wizard and verify that it functions normally now.

  • Your Internet Service Provider (ISP) can be experiencing DNS or connectivity issues

Your Internet connectivity may seem perfectly fine, but your Internet service provider may have issues preventing you from accessing certain websites. Verify with your ISP that they aren’t experiencing DNS, routing, or other connectivity issues that prevent you from accessing https://sync.peachtree.com.

You can check reported issues for your ISP in your service area at https://downdetector.com.

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