In some cases, you may experience intermittent problems connecting to TurboLaw Cloud when using the Remote Desktop Connection application on Windows, even after making sure that your user name and password have been entered correctly. The error message that appears may say "the specified username does not exist" or it may say "the password is invalid." You may also see a prompt asking you to re-enter your password.
This problem can be caused by a name conflict on the local machine, network, or domain - that is, there may be another user account on the local machine, network, or domain that shares the same name as your TurboLaw Cloud account. As a result, the Remote Desktop Connection application is not validating the credentials with the correct server.
To resolve this problem, add the prefix "INFINITEAPP\" (without the quotes) to the user name when entering it in the Remote Desktop Connection application. For example, if the user name is "ksurvell" enter it instead as "INFINITEAPP\ksurvell."