Need help? Email support@trainerroad.com

Login Problems

This article is intended to troubleshoot log-in problems to the website.

Are you unable to log into the Desktop application? Troubleshoot desktop login problems.

Password/Username

An incorrectly input username or password are the two most common reasons behind a user's inability to log in. First, make sure there aren't any typos in your username and password.

 

If you forgot your password, you can reset your password by following these instructions.

 

TrainerRoad Keeps Asking me to Log in

This is due to an old SSL cert being cached. The symptom is that you keep getting asked to log in with Internet Explorer, but Chrome and Firefox work.

This problem can usually be fixed in one of two steps.

 

1) Clear SSL Certificate Cache (Windows Only)

Note: Microsoft Edge does not have the option to clear the SSL Cache. If you're experiencing log-in problems within Edge, you may need to open Internet Explorer, and follow the below instructions on clearing the SSL Cache:

Try clearing your SSL cache if clearing your cookies didn't do the trick. Here's how to clear your SSL cache:

1.  Open Internet Explorer.
2.  Go to -> Internet Options -> Content Tab.
3.  Click "Clear SSL State".
4.  Close your browser and reopen it.

 

2) Turn off Proxy Server (Windows Only)

1.  Open Internet Explorer
2.  Go to Internet Options -> Connections Tab -> Lan Settings
3.  Uncheck "Use a proxy server for your LAN"
4.  Uncheck "Automatically detect settings"

 

Work Computer

Are you trying to log in from a work computer? Are you trying to log in from your office? There is a chance that your company's proxy or firewall settings are blocking access to the TrainerRoad site. See if you can log in from home.

 

Still Unable to Log in?

Our support team is here to help!

Shoot us an an email at support@trainerroad.com.

Have more questions? Submit a request

Comments

  • Avatar
    Brian Alger

    Option 1 above worked for me. I wanted to add however, that I did have to reboot my box after clearing the SSL Cache before the fix worked, (just closing IE didn't work).

  • Avatar
    Paul Netherwood

    Tried all of above Brian, including the shutdown and restart, and it still just keeps asking me to log in???

  • Avatar
    Alex Kizis

    Paul,

    Is there any chance you're trying to log in from a work computer? If so, your company may have a proxy server or firewall in place that's blocking access to our site.

    Also, what browser are you using? You may experience issues with our (and many other sites) if you're running Internet Explorer 8.

  • Avatar
    Paul Netherwood

    Hi, it is a works computer I am using, but I have tried to login at lunch time when the filters are off and it just won't work. I have also tried using it on my home network but it just keeps going back to the login screen. I am running windows 7 and internet explorer 11?

  • Avatar
    Alex Kizis

    Hey Paul,

    So to clarify, have you tried clearing the SSL Cache on your home computer as well, or are you trying to log in from your home network on your work computer?

    Do you have a personal computer at home that you could try from?

    Let me know. I may need to ask for a developer's input on this one. :)

  • Avatar
    David Manning

    same problem for me. I have done all of the above and still can't log in to the desktop app. Everything was working great, only use my laptop for this, and then one morning, I could no longer login.

  • Avatar
    ian hough

    Ditto above comment. Only use my laptop for trainerroad, been working fine until this week, wont upload workouts and i cant log in using desktop app,

  • Avatar
    Chris Newton

    Tried all above and still unable to log on; program says it can't connect to trainerroad.com at the bottom of the sign in page on my PC.
    Downloaded the app on to my Ipad just to see if I could logon that way and it does allow me to.
    Unfortunately I use a Computrainer and so can't use the Ipad (unless someone knows something different?)

  • Avatar
    Alex Kizis

    Hey Everyone,

    We're really sorry about this. :( This is an issue currently affecting PC users. We're working hard on finding a fix that automatically makes things work for everyone, but we have a solution that can be applied on your end in the meantime.

    Here's what you'll need to do:

    Open Internet Explorer, and go to internet options-> advanced -> scroll down to security -> make sure use SSL 2.0/3.0 and use TLS 1.0 are all checked. That should make sure that things are set up properly.

    Then, go ahead and reprocess any workouts that haven't uploaded if they don't do so automatically.

    If this doesn't do the trick, email us at support@trainerroad.com letting us know you've tried this fix to no avail.

    Thanks!

  • Avatar
    Andrew Rignall

    Thanks Alex, I have been experiencing the same problem this week. Tried logging out and then logging on but was unable to logon to Trainerroad again from that PC (all other PC & ipad worked ok). Your fix appears to have done the job. Cheers

  • Avatar
    James Webb

    Thanks Alex, That worked for me too. Was a very frustrated few days trying to get it to work again. Missed your post the first time so perhaps you could make it more clearly available somewhere? Back in action now but managed to delete a workout beyond recovery in the meantime

  • Avatar
    Stellan Rönnkvist

    Alex,
    Your second suggestion (January 24) worked for me. You should put that as an alternative 2 at the top of the page.
    Thanks

  • Avatar
    Dominic Watts

    Fantastic - I never thought to look here for support on this because everything works so well on Chrome but I prefer to use Edge. I can now go back to using Edge. Keep up the great work on TrainerRoad and the Ask a Cycling Coach Podcast.

  • Avatar
    Brandon Nied

    Dominic,

    Thank you so much for the kind words regarding TrainerRoad and the Ask a Cycling Coach Podcast! We're glad this article was able to get you going with your preferred browser. :)

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