Troubleshooting cached login credentials in Internet Explorer
I am unable to log into DocuSign with confirmed valid user credentials using Internet Explorer.
Cached login credentials
Browser auto-complete replacing the new credentials with previous credentials
If you are unable to log in via Internet Explorer, there are two likely issues. There may be an add-on that is interfering with the login process, or the browser may be using cached user credentials.
To start Internet Explorer without add-ons:
- Click the Start Menu
- In the search box, type “Internet Explorer”
- One of the search results should be Internet Explorer (No Add-Ons)
Note: Alternatively you can use a run box, input the following command including quotes:
For 32-bit: "C:\Program Files (x86)\Internet Explorer\iexplore.exe" -extoff
For 64-bit: "C:\Program Files\Internet Explorer\iexplore.exe" -extoff
Select Internet Explorer (No Add-Ons) and attempt to log in again. If you are still unsuccessful in logging in, you will next want to clear any cached credentials stored by the browser.
To clear cached user credentials in Internet Explorer:
- Open Internet Explorer
- From the Settings wheel at the top right, select Internet Options
- Alternatively, you can type inetcpl.cpl into a run or search box from your Start menu
- From the General tab, under Browsing History, click Delete
Note: For Windows 8 and 10, Internet Explorer also stores these credentials in the Credential Manager. For help deleting these credentials, please review Why can't I log into DocuSign with my valid user credentials?
- On the next screen, un-check everything but Passwords
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Why can't I log into DocuSign with my valid user credentials?
DocuSign, Login Credentials, Cached Credentials, Login Failed, Internet Explorer