Login Failed "Could not reach the user information service" / InvalidGrantException on macOS — same as other reported cases

Q&A
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1

Hi team,

I’m hitting the same issue reported in several recent threads (Login Failed “Could not reach the user information service” after desktop update / Amazon quick Mac OS Desktop app unable to login with personal email ID / Login Failed Could not reach the user information service) — my session expired and I can no longer log back in to the Quick Desktop app on macOS.

Environment:

  • macOS (Apple Silicon, MacBook Pro)
  • Amazon Quick Desktop, latest version (fresh reinstall)
  • Account slug: amazonbi (us-east-1)

Symptoms:
Sign-in redirects to the browser, I can approve access successfully, but the desktop app never completes login. The exact error differs between attempts:

  • Attempt 1: Token exchange failed: InvalidGrantException
  • Attempt 2 (after clearing local cache): user-info timed out after 60.0s → Login failed for provider social

Troubleshooting already done (all ruled out as the cause):

  • Checked for local port conflicts on 8765/8766/8768/8770/18080 — no conflicts, ports are owned by the app’s own processes
  • Verified system clock sync (offset 0.03s) — not a factor
  • Verified network connectivity via curl to cognito-identity.us-east-1.amazonaws.com and us-east-1.quicksight.aws.amazon.com — both succeed (TLS handshake OK, HTTP 302)
  • Killed the process and cleared ~/Library/Application Support/quickwork/ (local cache/credentials), retried — still fails
  • Fully uninstalled and reinstalled the latest version — same symptoms persist

Given the network layer is confirmed healthy and this matches the pattern in the other threads (same error on both macOS and Windows, across versions), this looks like the same backend/post-auth networking bug.

Relevant log excerpts from ~/Library/Logs/quickwork/:

WARNING [aws_quick_work.qw_core.auth.social_auth] Token exchange failed: InvalidGrantException

WARNING [aws_quick_work.qw_core.auth.social_auth] user-info timed out after 60.0s
ERROR [aws_quick_work.qw_hypervisor.server.ws_gateway] Login failed for provider social

(New forum account, so I can’t attach the full log/audit zip yet — happy to paste more excerpts or send the file directly if a team member reaches out.)

Is there a fix or workaround in progress? Happy to provide more diagnostics if useful.

Thanks!

2

Hi @Settawat_Srisuwan and welcome to the Quick Community!

This issue has come up a few times from other users in the community over the past few weeks. All from what I recall talked about the same symptoms on both macOS and Windows, all tied to version 0.1000.2144 (Build 6488073045). Your troubleshooting is thorough and confirms what others have found: the network layer is healthy, and the issue is in the post-auth token exchange or user-info fetch on the app side.

I would recommend creating a support ticket and the support team will be able to more directly look into the cause of this. Please refer to this resource on how to create a support ticket (Case management - AWS Support).