Username and Password Problems

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Errors you may receive when your username and/or password are rejected:

1. Error 691
2. Invalid username or password.
3. The password dialog will just keep coming up over and over again!

So what can you do to fix this?

1. Make sure your username/password is typed correctly, including the @kci.net.

2. Is the caps lock key on? Your username should be in all lowercase letters and the password will have capital letters ONLY if you specified that when you hooked up your service with KCI.

3. Check to see if there are any spaces, dashes or extra characters before or after the username and password.

4. Delete the username and retype it.

5. Delete the password and retype it.

6. Reboot!!!

7. Try to connect again.

8. If you get the error message again you need to call us at (970) 522-8107 and have your account checked to make sure the username and password you are using are correct and that everything else on the account is secure.
 

Usernames may not begin with numbers and may not exceed more than 30 characters, including @kci.net.

Passwords must be at least 6 characters and can't be all letters or numbers.