Unable to log in to the Home Page. The request was canceled

Kinetic ERP
1

I suddenly get the error message “Unable to log in to the Home Page. The request was canceled.” when I try to log to Epicor Cloud with the locally installed smart client. If I log on the local computer with the local admin account, everything works fine. If I log on the computer with a normal user account, then I get the error. It seems a security update or else broke something that prevents the smart client to reach the home page. Any else having this problem? It started yesterday late afternoon.

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Have you tried to manually clear the cache? Folders are below, I’d start with clearing out the first one only.

C:\ProgramData\Epicor
C:\Users\{username}\AppData\Local\Epicor\Epicor.exe_StrongName_{guid}
C:\Users\{username}\AppData\Roaming\epicor
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Yes all the caches have been wiped. Tried reinstalling the smart client. Disabled any firewall. Cleared the temp folder. Cleared the user local profile. Nothing works…

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We run into this once in a while and follow @Randy’s steps with a reboot. I had a feeling it was DNS blocking the URL.

Anyone else have this?

Our webux users do not have this issue.

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installEdgeAgentLocalBrowserFirstMode_2025_2_10.txt (5.7 KB)

This isn’t exactly the question you asked, but depending on how much effort you want to put into this–and how you define the “problem”–if the goal is to launch classic UI forms, you can install the Edge Agent in Local mode and configure the paths to your .sysconfig files and client .exe files. This enables Browser First, which allows the browser to launch classic UI forms when available.

Note: I’ve attached the script as a .txt. You can download it, rename it to .ps1, and update the appserverUrl values, .sysconfig paths, and client executable paths as needed. The script installs the 2025.2.10 Edge Agent in Local mode with Browser First enabled. It’s a modified version of the silent installer available to download from the Edge Agent Configuration app within Kinetic(updated to be more tolerant of real‑world environments).

For menu behavior: unless a menu item has both a classic UI customization and a Kinetic UI customization (and the Launch Classic Form option isn’t enabled—which forces classic only when launching from an external browser), the version that opens in the Smart Client will be the same version that opens from an external browser.

Options for handling menu items that contain both Kinetic and classic customizations

  • Update Menu Maintenance to force the classic UI launch from the browser.
  • Create separate Kinetic and classic menu records for different user groups, if needed.
  • Users can right‑click any menu item in the browser and choose Developer Options > Open in Classic or Open in Kinetic to launch the preferred interface without requiring menu changes.

P.S. I’m officially retiring my long‑standing (and apparently solo) habit of calling the Kinetic UI the “New UI.” Feels like I’ve been mostly carrying that torch alone since the “Epicor ERP” to “Kinetic” product rebrand memo went out. Best to keep this noncompliance between us as I’m really hoping to stay on the guest list for the wine‑and‑cheese reception at Insights (I do love cheese). Although, looking at the Insights 2026 agenda, it seems the “wine‑and‑cheese reception” has been rebranded too… now it’s just called the “Welcome Reception”… :worried:

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I ran in the same problem when installing smart client on local computer. What finally worked was installing the smart client with “run as administrator” mode and reediting the sysconfig file for our custom Users settings. Thanks all for you insights!