{"id":100317,"date":"2023-10-26T17:23:51","date_gmt":"2023-10-26T21:23:51","guid":{"rendered":"https:\/\/jumpcloud.com\/?post_type=support&#038;p=100317"},"modified":"2024-10-10T10:46:10","modified_gmt":"2024-10-10T14:46:10","slug":"troubleshoot-jumpcloud-go","status":"publish","type":"support","link":"https:\/\/jumpcloud.com\/support\/troubleshoot-jumpcloud-go","title":{"rendered":"Troubleshoot: JumpCloud Go"},"content":{"rendered":"\n<p>This article covers common issues that occur when using JumpCloud Go passwordless authentication. For an overview of JumpCloud Go, see <a href=\"https:\/\/jumpcloud.com\/support\/get-started-jumpcloud-go\">Get Started: JumpCloud Go<\/a>.<\/p>\n\n\n\n<div class=\"wp-block-cgb-accordion-faq-wysiwyg gutenberg-accordion\"><a class=\"gutenberg-accordion-header is-type-title-default has-text-night-blue\" href=\"#error___jumpcloud_go_did_not_complete_the_login_request__the_request_came_from_an_unsupported_device__\" data-action=\"collapse\">Error: \u201cJumpCloud Go did not complete the login request. The request came from an unsupported device.\u201d<\/a><div id=\"error___jumpcloud_go_did_not_complete_the_login_request__the_request_came_from_an_unsupported_device__\" class=\"gutenberg-accordion-content-container is-collapsible\"><div class=\"gutenberg-accordion-content\"><div class=\"wp-block-image\">\n<figure class=\"alignleft size-full\"><img decoding=\"async\" width=\"484\" height=\"146\" src=\"https:\/\/jumpcloud.com\/\/wp-content\/uploads\/2023\/09\/jc_go_could_not_complete_error.jpg\" alt=\"\" class=\"wp-image-97144\" srcset=\"https:\/\/jumpcloud.com\/wp-content\/uploads\/2023\/09\/jc_go_could_not_complete_error.jpg 484w, https:\/\/jumpcloud.com\/wp-content\/uploads\/2023\/09\/jc_go_could_not_complete_error-300x90.jpg 300w\" sizes=\"(max-width: 484px) 100vw, 484px\" \/><\/figure><\/div>\n\n\n<p>If you see this error, you\u2019ve successfully completed a user portal login, but have done so from an account or device that does not meet the requirements of JumpCloud Go.<\/p>\n\n\n\n<p><strong>Possible Causes<\/strong>:<\/p>\n\n\n\n<ul>\n<li>You&#8217;re authenticating from a non-JumpCloud managed local account on a managed device. For example, you are working from a local account that is not bound to your JumpCloud user account.\n<ul>\n<li>If you cannot see JumpCloud Menu Bar App on macOS, or the JumpCloud Windows App, this is an indication you are not working from a managed account. <br><img decoding=\"async\" width=\"417\" height=\"322\" class=\"wp-image-97145\" style=\"width: 417px\" src=\"https:\/\/jumpcloud.com\/\/wp-content\/uploads\/2023\/09\/jc_go_tray_app_bound.jpg\" alt=\"\" srcset=\"https:\/\/jumpcloud.com\/wp-content\/uploads\/2023\/09\/jc_go_tray_app_bound.jpg 417w, https:\/\/jumpcloud.com\/wp-content\/uploads\/2023\/09\/jc_go_tray_app_bound-300x232.jpg 300w\" sizes=\"(max-width: 417px) 100vw, 417px\" \/><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Incorrect system time on your device. Verify the system clock is accurate, and if necessary, set it to automatically update.\n<ul>\n<li>For macOS devices, see <a href=\"https:\/\/support.apple.com\/guide\/mac-help\/set-the-date-and-time-automatically-mchlp2996\/13.0\/mac\/13.0\">Set the date and time automatically on your Mac<\/a>.&nbsp;<\/li>\n\n\n\n<li>For Windows devices, see <a href=\"https:\/\/support.microsoft.com\/en-us\/windows\/how-to-set-your-time-and-time-zone-dfaa7122-479f-5b98-2a7b-fa0b6e01b261\">How to set your time and time zone<\/a>.&nbsp;<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>The JumpCloud Agent is not up to date. Ensure your device is powered on and connected to the internet to receive timely agent updates. <\/li>\n\n\n\n<li>After verifying and correcting the previous steps, restart your device to apply appropriate changes and try again. <\/li>\n<\/ul>\n<\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cgb-accordion-faq-wysiwyg gutenberg-accordion\"><a class=\"gutenberg-accordion-header is-type-title-default has-text-night-blue\" href=\"#the__log_in_with_jumpcloud_go__button_does_not_appear_at_the_user_portal_\" data-action=\"collapse\">The &#8220;Log in with JumpCloud Go&#8221; button does not appear at the User Portal.<\/a><div id=\"the__log_in_with_jumpcloud_go__button_does_not_appear_at_the_user_portal_\" class=\"gutenberg-accordion-content-container is-collapsible\"><div class=\"gutenberg-accordion-content\">\n<p>This can indicate that:<\/p>\n\n\n\n<ul>\n<li>The device may not meet the prerequisites. Review and ensure the device meets requirements.<\/li>\n\n\n\n<li>The JumpCloud Go browser extension is not installed in Chrome. Verify the extension is installed. <\/li>\n\n\n\n<li>The JumpCloud Agent may be out of date. Ensure your device is powered on and connected to the internet to receive agent updates.<\/li>\n\n\n\n<li>There is an issue with the web browser. Try clearing cookies and cache and then restart the browser. See Google&#8217;s <a href=\"https:\/\/support.google.com\/accounts\/answer\/32050?sjid=4586985952898675771-NA\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Clear cache &amp; cookies in Chrome<\/a>.<\/li>\n<\/ul>\n<\/div><\/div><\/div>\n\n\n\n<p id=\"verification\"><\/p>\n\n\n\n<div class=\"wp-block-cgb-accordion-faq-wysiwyg gutenberg-accordion\"><a class=\"gutenberg-accordion-header is-type-title-default has-text-night-blue\" href=\"#i_need_to_force_device_verification_with_jumpcloud_go_\" data-action=\"collapse\">I need to force device verification with JumpCloud Go.<\/a><div id=\"i_need_to_force_device_verification_with_jumpcloud_go_\" class=\"gutenberg-accordion-content-container is-collapsible\"><div class=\"gutenberg-accordion-content\">\n<p>JumpCloud Go has two login flows: initial registration and subsequent verifications. If you need to force verification, perform the following steps at the User Portal depending on your OS:<\/p>\n\n\n\n<p><strong>Forcing Verification on macOS<\/strong><\/p>\n\n\n\n<ol>\n<li>Launch macOS terminal and run the following command:&nbsp;<br><kbd>defaults delete com.jumpcloud.DurtService com.jumpcloud.durt.presenceChecked<\/kbd><\/li>\n\n\n\n<li>In Google Chrome with an active JumpCloud User Portal session, clear the browser cookies:\n<ol>\n<li>Click the \u201c<strong>lock<\/strong>\u201d icon to the left of the URL.<\/li>\n\n\n\n<li>Go to <strong>Cookies and site data<\/strong>.<\/li>\n\n\n\n<li>Select <strong>Manage cookies and site data<\/strong>.<\/li>\n\n\n\n<li>Click the \u201c<strong>trash<\/strong>\u201d icon to delete the cookies.<\/li>\n<\/ol>\n<\/li>\n\n\n\n<li>Close the browser tab. Then go back to the <a href=\"https:\/\/console.jumpcloud.com\/login\">JumpCloud User Portal<\/a> and click <strong>Log in with JumpCloud Go<\/strong>. <\/li>\n\n\n\n<li>You&#8217;ll be prompted to verify your identity with your device authenticator.<\/li>\n<\/ol>\n\n\n\n<p><strong>Forcing Verification on Windows<\/strong><\/p>\n\n\n\n<ol>\n<li>Launch Windows Services (services.msc).<\/li>\n\n\n\n<li>Locate the JumpCloud Agent Service in the list, right-click on it, and click Restart.<\/li>\n\n\n\n<li>In Google Chrome with an active JumpCloud User Portal session, clear the browser cookies:\n<ol>\n<li class=\"is-lower-alpha\">Click the \u201c<strong>lock<\/strong>\u201d icon to the left of the URL.<\/li>\n\n\n\n<li>Go to <strong>Cookies and site data<\/strong>.<\/li>\n\n\n\n<li>Select <strong>Manage cookies and site data<\/strong>.<\/li>\n\n\n\n<li>Click the \u201c<strong>trash<\/strong>\u201d icon to delete the cookies.<\/li>\n<\/ol>\n<\/li>\n\n\n\n<li>Close the browser tab. Then go back to the <a href=\"https:\/\/console.jumpcloud.com\/login\">JumpCloud User Portal<\/a> and click <strong>Log in with JumpCloud Go<\/strong>. <\/li>\n\n\n\n<li>You&#8217;ll be prompted to verify your identity with your device authenticator.<\/li>\n<\/ol>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignleft size-full is-resized\"><img decoding=\"async\" width=\"894\" height=\"443\" src=\"https:\/\/jumpcloud.com\/\/wp-content\/uploads\/2023\/09\/delete_jcgo_cookies_chrome.jpg\" alt=\"\" class=\"wp-image-99035\" style=\"width:671px;height:332px\" srcset=\"https:\/\/jumpcloud.com\/wp-content\/uploads\/2023\/09\/delete_jcgo_cookies_chrome.jpg 894w, https:\/\/jumpcloud.com\/wp-content\/uploads\/2023\/09\/delete_jcgo_cookies_chrome-300x149.jpg 300w, https:\/\/jumpcloud.com\/wp-content\/uploads\/2023\/09\/delete_jcgo_cookies_chrome-768x381.jpg 768w\" sizes=\"(max-width: 894px) 100vw, 894px\" \/><\/figure><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cgb-accordion-faq-wysiwyg gutenberg-accordion\"><a class=\"gutenberg-accordion-header is-type-title-default has-text-night-blue\" href=\"#error___the_jumpcloud_go_service_is_not_available__please_try_again__or_login_using_your_password__\" data-action=\"collapse\">Error: &#8220;The JumpCloud Go service is not available. Please try again, or login using your password.&#8221;<\/a><div id=\"error___the_jumpcloud_go_service_is_not_available__please_try_again__or_login_using_your_password__\" class=\"gutenberg-accordion-content-container is-collapsible\"><div class=\"gutenberg-accordion-content\">\n<p>This error indicates an inability to connect to the JumpCloud Go service. There may be a system-wide JumpCloud service interruption, or the device itself may be unable to reach JumpCloud&#8217;s services.<\/p>\n\n\n\n<p>If the issue is device specific, try the following troubleshooting steps:<\/p>\n\n\n\n<ol>\n<li>Restart the browser and try again.<\/li>\n\n\n\n<li>Log out of the device account and log back in, then try again.<\/li>\n\n\n\n<li>If the issue persists, restart the device and attempt authentication again. <\/li>\n<\/ol>\n<\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>This article covers common issues that occur when using JumpCloud Go passwordless authentication. For an overview of JumpCloud Go, see [&hellip;]<\/p>\n","protected":false},"author":218,"featured_media":0,"template":"","meta":{"_acf_changed":false,"_oasis_is_in_workflow":0,"_oasis_original":0,"_oasis_task_priority":"","inline_featured_image":false,"footnotes":""},"support_category":[2845,3137,2955,3119,3127],"support_tag":[],"coauthors":[3011],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.9 (Yoast SEO v22.9) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Troubleshoot: JumpCloud Go - JumpCloud<\/title>\n<meta name=\"description\" content=\"Learn about common issues that occur with JumpCloud Go passwordless authentication and how to resolve them.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/jumpcloud.com\/support\/troubleshoot-jumpcloud-go\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Troubleshoot: JumpCloud Go\" \/>\n<meta property=\"og:description\" content=\"Learn about common issues that occur with JumpCloud Go passwordless authentication and how to resolve them.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/jumpcloud.com\/support\/troubleshoot-jumpcloud-go\" \/>\n<meta property=\"og:site_name\" content=\"JumpCloud\" \/>\n<meta property=\"article:modified_time\" content=\"2024-10-10T14:46:10+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/jumpcloud.com\/\/wp-content\/uploads\/2023\/09\/jc_go_could_not_complete_error.jpg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n\t<meta name=\"twitter:label2\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data2\" content=\"nickconrad\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/jumpcloud.com\/support\/troubleshoot-jumpcloud-go\",\"url\":\"https:\/\/jumpcloud.com\/support\/troubleshoot-jumpcloud-go\",\"name\":\"Troubleshoot: JumpCloud Go - 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