This will be long but very important.

We are receiving numerous help tickets
that state you cannot login with user/
password. We realize that because your
user/password are computer generated
and they use the letters "i" and "L"
and the number 1 as well as "g" and "q",
they are very hard to discern.

If you are getting an "invalid Server"
or a "404" error, 9 times out of 10 it's
because a character was entered incorrectly.
Users and Passwords are case sensitive.
It takes an average of 4 to 5 responses
back and forth to resolve these when its just
an incorrectly entered character.

A couple of things we need you to try before
opening a help ticket:

1. Make sure you have the new app installed
and any old app uninstalled ( IOs users will
still have to use the smarters app). The new app will
work with all three of the services. If you need
help with the new app, here is a link to the
knowledgebase article that will assist you.

2. The new app is discernable by the "refresh DNS"
button in bottom left.

3. Try a couple different variations of your
user/password. It could be a lowercase "L'
or an uppercase "i".

4. If you still cannot log in, open up a help ticket.

Thank You,
Ace TV Staff.

Monday, August 5, 2019

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