Troubleshooting - User Logins

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1 Overview

Like any system usernames and passwords can cause some issues for people trying to access the system. Below is a set of step by step checks for getting an account to log in.


2 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.


3 The password

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.


If the user is typing in their password wrong, you can view this in a report.


Main Menu > System Access Management > Security Reports > Login Reports - Failed Logins > Choose Today


4 Status

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


5 Retired

You may also need to check that no retired user has a similar name, which may be causing confusion.


Main Menu > System Access Management > System Management > Edit Retired Users > Search for similar names


6 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 - Security Details > Lookup the user > System Details


The solution is to retype the surname and tape the key that draws the type you want.


7 User locked out

With too many incorrect login attempts a user can become locked out.


Main Menu > System Access Management > User Setup Requests > Release Lock Out > See if the user is in the list at all


8 IP address restrictions.

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


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


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


System is modified by the All n One team and you will need to phone support to check this


If the user is locked out by IP address, you can view this in a report.


Main Menu > System Access Management > Security Reports > Login Reports - Failed Logins - IP Restricted > Choose Today


9 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.