Symptoms
- Dashboard sign-in redirects but does not complete.
- Ergo Desktop opens the browser but remains signed out after the callback.
- The callback page opens in the browser, but the desktop app does not receive the result.
- Desktop setup still shows permissions or restart prompts after sign-in.
- Sign-in says the account does not exist even though the user expects access.
Most common causes
- The browser and desktop app are using different accounts or workspaces.
- The user is signing in with an email alias that was not provisioned for Ergo.
- The desktop deep link or callback did not reach the running desktop app.
- The desktop app is out of date or was not quit and reopened after a permission change.
- A provider, browser profile, SSO, or network policy blocked the auth flow.
What to check
- Confirm the user is signing in with the same work email they use in the dashboard.
- If the account is not found, ask an admin to confirm the exact provisioned email before retrying.
- Close duplicate browser auth tabs, then start sign-in again from Ergo Desktop.
- Keep Ergo Desktop running while the browser callback opens.
- Quit and reopen Ergo Desktop after granting macOS permissions.
- Check the desktop app version and update from the dashboard if the installed app is old.
Resolution steps
- If dashboard sign-in fails, try a clean browser profile or the expected work account before changing workspace access.
- If desktop callback fails, quit and reopen the desktop app and retry sign-in from the desktop settings or sign-in control.
- If the callback still does not arrive, update the desktop app and retry with the same account.
- If the sign-in page flashes and returns to the starting point, capture the time window and contact support.
When to contact support
- Contact support when the expected account, desktop version, app restart, and retry path are confirmed but sign-in still fails.
- Include the workspace, affected user, desktop app version, browser used, and approximate time window.
- Keep examples generalized and avoid sharing sensitive customer content in support requests.