Cannot log in to Tricorn Cloud: the two separate logins

If you can reach your Tricorn Cloud desktop but cannot get into Tricorn itself, this article explains why. The most common cause is that there are two separate logins, and only one of them uses the password you were given for the cloud.

There are two logins, not one

• The cloud login signs you in to the remote desktop where Tricorn runs.
• The Tricorn login signs you in to Tricorn itself once that desktop has opened.

These are set up independently, so your cloud password is not necessarily your Tricorn password. This is why people often report being able to reach the cloud but not get into Tricorn.

Try leaving the Tricorn password empty

Some Tricorn accounts do not use a password at the Tricorn login. It is worth trying this before anything else:

1. At the Tricorn login, enter your username as normal.
2. Leave the password field empty.
3. Confirm the login.

Important: stop after the first failed attempt

Repeated failed attempts will lock the account. If we unlock it and the same password is then tried again, it will simply lock a second time. If leaving the password empty does not work, please stop and contact us rather than continuing to retry.

Getting an account unlocked or a password changed

Please contact support. To avoid a delay, include the following:

• The exact username of the account affected, which may not be your own if you are asking on a colleague's behalf.
• Whether the account is locked, or the password is simply not known.

We may need a remote connection to help. Please confirm that you can arrange remote access, and we will agree the details with you directly rather than by email.