Knowledge Base/Troubleshooting

Google: Trouble logging into your account: 'Incorrect user name or password'

Jump Desktop Support
posted this on April 15, 2010 02:21

Follow these steps if you're seeing an 'Incorrect/bad user name or password' message on your iPad / iPhone / iPod Touch or PC.

  1. First check to make sure you are using a Google account to log in. Accounts ending with and will work. Domains hosted on Google Apps will also work. Adwords and analytics only accounts will not work. You can create a new Gmail account here:
  2. Next, double check your email address and password. You must make sure you enter your full gmail address (i.e Tip: A common mistake is to incorrectly use when your actual email address ends with
  3. If you have Google's 2 step authentication turned on please make sure you generate an application specific password for Jump: Signing in using application specific passwords.
  4. If you don't have Google's 2 step authentication enabled then make sure you enable the 'Less Secure Apps' option for your Gmail account:
  5. Check your Google email account to see if you've received an email from Google regarding "signs prevented" into your account at approximately the same time you tried logging in through Jump. This usually happens if you try signing in from a different geographical location (i.e. when you're in a different state or country).  To fix this you'll need to let Google know that you're okay with the sign in. Try this: Open up Jump and when Jump reports a password / login issue, click the following link and follow the steps outlined in the browser to unlock: . Once you've unlocked try restarting Jump. It should successfully login then.
  6. If the above still doesn't help please contact support.


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joshua miller

the jump desktop on my laptop wont keeps going from offline to logging in, back to offline

September 07, 2011 13:42
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steve tharp
Same issue. What was the answer. We recent got a new proxy at work. Jump desktop seems to be relying on jabber which is now blocked. Nothing to do with google it works fine on my other pc at home.
October 31, 2011 05:05
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Jump Desktop Support
Phase Five Systems

@Steve, Jump requires access to the following server: port 443.  You won't be able to login if is blocked on your network. From what you're saying, thats what it sounds like (unfortunately).

November 05, 2011 09:31
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swamp cerrano
is there any other way to connect, why can't it just connect through my lan?
February 14, 2012 04:08
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Jeff Heinzelman

infuriating, that's what this is.  I try to log into a PC that I've successfully logged into in the past and I get this incessant error.  NOTHING has changed, I have followed all the trouble shooting, checked pors etc and it just won't work.  

Can I request  refund?

March 03, 2012 16:27
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Jump Desktop Support
Phase Five Systems

@Jeff Sorry you're having trouble. Have you by any chance turned on Google's two step authentication? If so, you might need generate an application specific password as described here .

March 03, 2012 16:38
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Jump Desktop Support
Phase Five Systems

@Swamp - you can connect through your lan if you want. You'll just to need to configure Jump manually using an IP address.

March 03, 2012 16:39
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William Moore

SOLVED!! followed the steps above, but made a DIFFERENT app specific passwords, name "jump-imac" and "jump-ipad" and signed in with my email address on imac with the new specific password, (after enabling captcha as above).. immediate fix! then did same on ipad with same email, and different ipad specific password from google, bang! done. Look out for an incoming access popup on imac etc. Click accept, sorted. (restarted app to be sure, all fine)

November 30, 2013 07:08
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how can I configure jump with google acct if I already chose to do it manually?

February 05, 2014 06:12
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Nancie Abdallah

Yeah, I can't log in using my gmail account email and password. Don't friggin' know what I dod wrong. I have cleared csche and cookies. Still nothing.

Can log into my gmail and google+ no problem. WTH? I am about to uninstall.

February 11, 2014 16:20
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Hunter Estes

Broken, absolutely correct account information

August 05, 2014 13:36
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Jump Desktop Support
Phase Five Systems

@Hunter - do you have two step authentication enabled on your account?

August 06, 2014 10:37
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brianna lumley

I downloaded it. gave it my e mail. went into my e mail and confirmed. now  when I log into jump on my PC it says user name and password is wrong. I only have one gmail and I use the same password for everything. WHY IS THIS HAPPENING? same thing on my ipad.

August 28, 2014 11:18
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Chaminda wickrama
Can't log
September 16, 2014 17:24
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Don Bondemon

I'vo do all the steps but still can't log in. please help :(

November 03, 2014 02:40
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Ting SUN

The official guide does not work for me. I've tried all the steps.

JD has a serious problem in connecting to Google servers, which I highly suspect relates to the recent change by Google in the SSL authentication. Please fix it soon! I cannot use the clients on all Apple platforms(i.e. iPhone, iPad, Mac OS X Yosemite).

November 22, 2014 11:31
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Glen Ihrig
Solution: I follwed the 6 steps abouve, but still no luck, the email and password I use all the time with Gmail, from my iPad, is reported as being incorrect. The solution for me was to quit Jump Desktop and reboot the iPad. 1. Double tap the iPad Home button, scroll to Jump Desktop and swipe up to quite the app. 2. Simultaineously press and hold the Home and Power (wake/sleep) buttons unitil the iPad shuts down. 3. Press and hold the Power (wake/sleep) button to restart the iPad 4. Start Jump Desktop and log in.
November 27, 2014 15:31