# Logging into KPAW troubleshooting

2 minute to read

**Do not use a saved desktop shortcut**. Instead, delete it and always access Keypoint by downloading a fresh link from [login.keypointanywhere.com](https://login.keypointanywhere.com/).

To make access easier in the future, I recommend saving the site as a **Chrome bookmark**:

1. Go to [login.keypointanywhere.com](https://login.keypointanywhere.com/).
2. Click the (star) in the address bar.
3. In the pop-up, choose **Bookmarks Bar** and click **Done**.

4. You will now have a quick link on your Bookmarks Bar.

### Additional  Troubleshooting Steps

If you are still experiencing issues logging in, please try the following:

1. **Delete the RDP Cache Folder**  
   - Navigate to: C:\Users\username\AppData\Local\Microsoft\Terminal Server Client  
   - Replace _username_ with your Windows username.  
   - Note: the _AppData_ folder may be hidden. In the address bar, type appdata\local and press Enter, then delete the **Cache** folder.

2. **Flush DNS**  
   - Open a Command Prompt (type **cmd** in the Windows search bar).  
   - Type: ipconfig /flushdns and press Enter.

3. **Try a Different Browser**  
   - If available, switch to another browser.

4. **Use an Incognito or InPrivate Window**  
   - In your browser, click the three-dot menu in the top-right corner.  
   - Select **New Incognito Window** (Chrome) or **New InPrivate Window** (Edge).

5. **Clear Browser Cache**  
   - In your browser, click the three-dot menu in the top-right corner.  
   - Select **Delete browsing data**.  
   - Set **Time Range** to **All Time**.  
   - Check: _Browsing history_, _Cookies and other site data_, and _Cached images and files_.  
   - Uncheck anything you do not want removed.  
   - Click **Clear Now**.

6. **Handling RDP File Errors**  
   - If you see an error, click **OK**.  
   - Then, go to your **Downloads** folder and open the most recent .rdp file.

### Final Notes

#### Understand Connection Status

- After logging in, the window may show Securing.  
  - If you see this, the connection is in progress; it can take up to 3 minutes but generally completes within 30–45 seconds.  
- If you see an error or it gets stuck:  
  - Sign Out from the site completely and try logging in again.

The key is to remain persistent—sometimes multiple attempts are necessary to log in successfully.

If you encounter issues over the weekend, please contact support:

- Email: **keypointsupport@dat.com**  
- Phone: **1-800-728-7305** (Press Option 2, then wait until the end to leave a message for after-hours support).

We greatly appreciate your patience during this time.