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Troubleshooting - User Logins

769 bytes added, 14:24, 4 November 2014

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'''1. Username Spelling'''

 Ensure that the Firstname and the Surname of the person are correct and that there are no leading or trailing spaces.   ''Main Menu > System Access Management > User Administration > Edit User - Security Details > Lookup the user > System Details''  Using the arrow keys on the keyboard to move to the start and end of the names to check for the spaces.

Reset it to ''password'' all lower case to allow the user change it on login.   ''Main Menu > System Access Management > User Administration > Edit User - Security Details > Lookup the user > System Details''  Retype the word password into the password box.

Ensure that the "status" of the user is set to Live , Training or Placeholder.   ''Main Menu > System Access Management > User Administration > Edit User - Security Details > Lookup the user > System Details''   '''4. Retired'''  You may also need to check that no retired user has a similar name, which may be causing confusion. You change this in   ''Main Menu > System Access Management > System Management > Edit Retired Users > Search for similar names''   '''5. Single inverted commas'''  If a user has a surname such as O'Grady or O'Brien, and was loaded from an Excel template, then it is possible that a third party tool has intefered and converted your single inverted comma to another character that looks similar. There are three variants ( ‘ ’ ' )   ''Main Menu > System Access Management > User Administration > Edit User - Edit Security Details> Lookup the user > System Details''  The solution is to retype the surname and tape the key that draws the type you want.  

'''6. User locked out'''

'''4With too many incorrect login attempts a user can become locked out. Single inverted commas'''

If a user has a surname such as O'Grady or O'Brien, and was loaded from an Excel template, then it Main Menu > System Access Management > User Setup Requests > Release Lock Out > See if the user is possible that a third party tool has intefered and converted your single inverted comma to another character that looks similar. There are three variants ( ‘ ’ in the list at all'' ) The solution is to retype the surname and tape the key that draws the type you want.

'''57. IP address restrictions. User locked out'''

With too many incorrect login attempts a There are two areas where an IP address restriction can be applied, user can become locked outand system. Check this through SAM > User Setup Requests > Release Lock Out

'''User''' is modified in the IP range field of a users record

'''6. IP address restrictions.'''

''Main Menu > System Access Management > User Administration > Edit User - Security Details > Lookup the user > Primary Security Details > IP Range''

There are three areas where an IP address restriction can be applied, user, system and administrative level.

* User is modified in the IP range field of a users record* '''System is modified in the System Settings within SAM > System Management* Administrative ''' is modified by the All n One team and you will need to phone support to check this

'''78. System Live'''

Check with a default working account that you can log in. If no user account can log in, the system may have become locked out. This lock out is managed by All n One, please contact support if this needs to be checked.

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Philip Lacey

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