AT&T Office@Hand

Learn how to use features from AT&T Office@Hand. Access our self-help options to set up and use this application to communicate with customers.

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Troubleshooting Common login issues on your Online Account and Desktop App
Article #5555

What are the common login issues on my Office@Hand online account and Desktop App?

When Logging in to your Office@Hand account or Desktop App, you may encounter some issues. Listed below are the common log-in issues and troubleshooting steps to fix them.

Supported Browsers
Wrong number
Logging in as administrator
Extension is not activated
Browser settings
Stuck on loading
Clearing your web browser’s cookies and saved passwords
Password not working on the Online Account
Desktop App login issues
Antivirus detecting the Office@Hand Desktop App

Supported Browsers

You may encounter issues with your Online Account when using unsupported browsers. Listed below are the supported browsers to access your Office@Hand Online Account.  Make sure you are using the browser’s latest version.

  • Internet Explorer 8+
  • Opera 18+
  • Mozilla Firefox 25+
  • Chrome 31+
  • Safari 7+

Wrong Number

Using a wrong number when logging into the online account is one of the most common issues that prevents you from logging in to your online account.  To resolve this, make sure to use the correct AT&T Office@Hand telephone number when logging in.  Start with the area code plus the 7- digit telephone number.  The same login information should be used to login to the Desktop App.

Note: Refer to the email address used to sign up the account to verify your company Main Number.

Logging in as an administrator

When logging in as an administrator, enter your area code plus the 7-digit telephone number on the Phone Number field.  When logging in as an extension, enter your area code plus the 7-digit telephone number and then your extension number on the Phone Number + Extension (optional) fields.

Extension is not activated

You can initially create a password for your new extension once you have confirmed the email associated to your extension.  If you have not received the confirmation email, notify your administrator to Resend the Extension’s Welcome Email via Web.  Ensure that the email address is correct.

Browser settings

You may be experiencing login issues with your Office@Hand online account due to outdated cookies and cache stored on your computer.  Removing these will allow you to re-enter your login information for your online account.
Web browsers such as Internet Explorer, Mozilla Firefox, and Google Chrome remember History, Cache, and Cookies for easy browsing the next time you access your favorite web pages.

Stuck on loading

This may be due to outdated Flash Plugin on your browser.  It is recommended that you keep the plugin updated.

Note:  If you don’t have sufficient privileges on your computer system for updating plugins, contact your systems administrator or you can use another supported web browser to log in to your account.

Clearing your web browser’s cookies and save passwords

Mozilla Firefox/Google Chrome
Internet Explorer
Safari

Mozilla Firefox/Google Chrome

  1. Launch Mozilla Firefox or Google Chrome.
  2. On your keyboard, press Ctrl + Shift + Delete.
    Note:  If you are using a Mac computer, press Cmd + Shift + Delete.
  3. On the pop-up window, select the applicable options to remove.
    • Select Everything to clear all Cookies, Cache and History.

      Screen to clear all history.

    • Click the beginning of time to clear all Cookies, Cache and History.

      Clear browsing data screen, select beginning of time.

      Note:  Selecting this option will delete all information that’s been saved on the browsers cache.

  4. Click Clear Now or Clear browsing data.
    Note:  Deleting browser cookies and cache may take a while. You may also have to close and re-open your browser once you deleted your browser history and cache.

Internet Explorer

  1. Launch Internet Explorer.
  2. On your keyboard, press Ctrl + Shift + Delete.
    Note:  If you are using a Mac computer, press Cmd + Shift + Delete.
  3. On the pop-up window, select the applicable options to remove.

    Delete browsing history screen

  4. Click Delete.

Safari

  1. Hit the Command-Comma key (Apple + Comma) to launch Preferences. You may also go to the Safari menu and select Preferences.

    From the Safari menu, click Preferences

  2. Click Privacy and click “Remove All Website Data…“.

    Click Privary and click Remove all Website Data

    Your browser History, Cache, and Cookies are now removed.  Try to log back in to your Office@Hand online account via https://service-officeathand.att.com/

How to resolve Internet Explorer’s Security Warning issue

When users are receiving a “Do you want to view only the webpage content that was delivered securely” Security Warning in Internet Explorer when they use the Office@Hand Salesforce.com App application, they are getting a “Mixed Content Warning”. It indicates that you are accessing salesforce.com over HTTPS, but communicating with the CTI adapter over HTTP.

To resolve this issue, you will need to change the security settings for the Internet Explorer.

Password not working on the online account

This section assumes that you are using the same login credentials for  your online account and Desktop App, and that your login credentials do not work.  To resolve this issue, you have to Reset your Office@Hand password

  • Alphanumeric Password – Online Account, Mobile App and Desktop App

Note:  Your new alphanumeric password needs to have least one (1) letter, number, special character, and 8-32 characters long.

  • PIN – Phone access (VM, Virtual Calling Card, etc.)

Note:  You can also create a PIN to use as access to your account from a phone.  It should be 6-10 numbers.   PIN can be reset over the phone using the Phone IVR. Only the PIN can be reset no option to reset the alphanumeric password through the Phone IVR.

IMPORTANT:  In the event of resetting your password due to login issues, you will need to update your Office@Hand mobile apps and Desktop App with the new password you have set.

Issues Logging In Due to Account Validation Codes Not Received

In cases when a User fails to receive the verification codes through SMS on their mobile phone, or through their email address, please Contact Support to disable Account Validation temporarily.

Desktop App login issues

As soon as you’re able to log in to your online account, you’ll need to sync the Desktop App with the online account by updating the login information.

Note: You must use the latest version of the Desktop App. Go to Office@Hand: Download and Install the Desktop App for more information.

IMPORTANT: In the event of resetting your password due to login issues, you will need to update your Office@Hand mobile apps and Desktop App with the new password you have set.

Antivirus detecting the Office@Hand Desktop App

Some Antivirus software may detect the Office@Hand Desktop App during installation.  You must allow the Desktop App by adding it to your Antivirus safe or cleared list or by temporarily disabling your Antivirus.

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