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"Could not Authenticate" error

The "Could not Authenticate" error in the LARK UP app signifies an internet connection problem. First, please confirm that your internet connection is on.

  • Can you see google.com in your safari browser?
  • Can you see www.lark.com in your safari browser?

If you can't see google.com, it's most likely a general internet connection issue. Try the following:

  • (iPhone users) Check to make sure data is enabled in your "General" settings. 
  • Try turning on wifi, or connecting to a different wifi network
  • Try finding an area with better signal

If you can't see www.lark.com in safari (but can still see google.com), the network you're using to connect to the internight might be having trouble connecting with LARK's servers. Try the following:

  • Turn on airplane mode, then enable wifi (both in "Settings" on your iPhone). Try again. 
  • Connect to a different wifi network.
  • Try switching off wifi and try again. This will force your phone to connect through 3G/Edge.
Another reason why you might get the "Could not authenticate" error is if your device's date/time is not set properly. Please verify that your device is set to the correct time/date/timezone. Sometimes, if the date & time isn't correct, some iOS apps fail to sign in properly. Here's how to fix the time:
  1. From the iOS home screen, launch the Settings app.
  2. Choose "General".
  3. Choose "Date & Time," which is around the bottom-half of the page.
  4. Ensure that the date, time zone, and time are all correct.
  5. To make things even more reliable, set the "Set Automatically" switch to the ON position. This allows your device to automatically set the correct time and timezone everywhere you go, and it typically solves any related issues. (Some old iPods running iOS 3 may not have this option.)

If you're still having issues connecting, please let us know the following when you contact our support desk:

  • The date/time you tried connecting 
  • What device you are using
  • What you tried in order to get the connection to work
  • What version of the app you're using (if known)
  • If you can see google.com or www.lark.com on your device
  • How long you've had the problem for
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Comments

  • Avatar
    Lark

    Hi,

    Has anyone out there figured out a fix for this? 

    I've submitted a tech service request, but thought I'd check here too in case I don't hear back before tonight. 

    We logged out of my wife's Lark Up app with the intention of logging back in... because her data wasn't showing. 

    Then I realized it could be a connection error, so I tested the Internet connection of the iPod... it was fine, with surfing to all websites (incl. above mentioned) no problem.

    But when I went back to the app to log in, I couldn't get it to work. It says "cannot authenticate" with the email and password that I know is correct. I've even tried it a few times and confirmed that it's working by typing it in on an iPad. On the other device, it can log in and pick up her sleep data.

    But not on the iPod, even though the iPod is connected (both to the internet and the lark device). 

    What gives?

     

  • Avatar
    LARK Engineering

    Hello there,

    Sorry you're having issues signing in to the LARK account on your iPod. I'd be happy to help you resolve this issue. It seems like you've confirmed that you have a good network connection on the device and that you can sign in to the same account on a different device. To help me understand the issue further, could you please verify that the date & time are set correctly on your iPod?

    Here's how to fix the time:

    1. From the iOS home screen, launch the Settings app.
    2. Choose "General".
    3. Choose "Date & Time," which is around the bottom-half of the page.
    4. Ensure that the date, time zone, and time are all correct.
    5. To make things even more reliable, set the "Set Automatically" switch to the ON position. This allows your device to automatically set the correct time and timezone everywhere you go, and it typically solves any related issues. (Some old iPods running iOS 3 may not have this option.)

    Sometimes, if the date & time isn't correct, some iOS apps fail to sign in properly.

    I look forward to hearing back from you.

    Sandeep

    LARK Engineering

  • Avatar
    Lark

    An engineer contacted me and helped sort this out. The problem, just in case others run into this (where connections are good but the Lark Up app still can't log in) was that we had it set to the wrong time zone/date... this, because we had flown the night before and manually reset the time, but not the other info. 

    When we set it to the right zone and used "set automatically" for the time/date, we were able to log in.

    Thanks... and hope that helps someone else!

  • Avatar
    Michelle Swoboda

    This fix does not help me.  I still cannot log in.

  • Avatar
    Brandon Jensen

    this does not help me either will you please help me

     

  • Avatar
    Michelle Swoboda

    Please will someone help us. Our lark will not connect.

  • Avatar
    Ericjwblue

    Really? Fix this lazy people!!!!

  • Avatar
    Ericjwblue

    sooooooooooooooooo can someone fix this already?!?!!?!?!?

  • Avatar
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  • Avatar
    oscar gabriel

    I checked everything and it still does not let me create an account, which I do return the product?

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