Support
Cannot access the Aplitop private area or the web viewer administration panel?
Summary
If access is refused when you try to enter the Aplitop private area or the administration panel of the web viewer (PCE Web Viewer), even though you believe the credentials are correct, it is almost always down to one of these three reasons: the account has not been activated yet in the new private area, the password became out of sync after the migration of users to the new private area, or the browser is showing an old version of the panel kept in its cache. This article explains how to solve each of these cases.
Applies to
Aplitop private area (https://private.aplitop.com).
Administration panel of the PCE Web Viewer (https://www.aplitop.com/pcviewer/admin).
Symptoms
Trying to access the Aplitop private area returns the error "Email or password incorrect".
You cannot get into the web viewer administration panel even though the credentials are the right ones: the system returns a login error.
You have no access to the web viewer project manager.
Cause
The account has not been activated yet in the new private area, so the login fails with "Email or password incorrect".
A migration of users was carried out when the new private area was deployed, and the password may have been changed after that migration, so the credentials being used no longer match.
After recent changes to the web viewer administration area, the browser may be serving the previous version of the application from its cache, which prevents proper access.
Solution
Case: the private area shows "Email or password incorrect" (account not activated)
This error means that your user account has not been activated yet in the new private area.
Request the registration or the activation link for your account from the sales department, by email to [email protected] or by phone. That link is individual for each user: through it you can activate the user and set a password. Who arranges the registration depending on the licence type is detailed in the article about access and user management in the Private Area.
Once the account is activated and the password is set, access to the private area will work normally.
Case: you cannot enter the web viewer panel after the migration of users
Log in to the private area first: https://private.aplitop.com.
If the credentials fail, click "Forgot your password?" to reset it.
Once you have checked that you can access the private area without problems, go back to the web viewer administration panel: https://www.aplitop.com/pcviewer/admin. Make sure the address includes the "www" prefix.
Case: the web viewer administrator does not open because of old cached data
After an update of the web viewer administration area, if you still have access problems, the browser cache may be keeping the previous version of the application.
Open an incognito window in the browser and access the panel again. That rules out the cache serving the old version.
If the problem persists
If after these steps you still cannot get access, contact APLITOP technical support indicating the exact address you are using and the error message you receive. Support can check whether your user has been migrated and is active.
Category: Licensing and activation · Level: Basic