Difference between revisions of "Troubleshooting - User Logins"
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Philip Lacey (talk | contribs) |
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| − | == Overview == | + | ==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. | ||
| − | |||
| − | + | ==Username Spelling== | |
| − | + | Ensure that the Firstname and the Surname of the person are correct and that there are no leading or trailing spaces. | |
| − | |||
| − | |||
| − | |||
| − | Ensure that the Firstname and the Surname of the person are correct and that there are no leading or trailing spaces. | ||
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| − | + | ==The password== | |
| − | + | Reset it to ''password'' all lower case to allow the user change it on login. | |
| − | |||
| − | Reset it to ''password'' all lower case to allow the user change it on login. | ||
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| + | 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'' | ||
| − | |||
| − | + | ==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'' | ||
| − | |||
| − | You may also need to check that no retired user has a similar name, which may be causing confusion. | + | ==Retired== |
| + | You may also need to check that no retired user has a similar name, which may be causing confusion. | ||
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| − | + | ==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 ( ‘ ’ ' ) | |
| − | |||
| − | 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. | ||
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| − | + | ==User locked out== | |
| − | + | With too many incorrect login attempts a user can become locked out. | |
| − | |||
| − | With too many incorrect login attempts a user can become locked out. | ||
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| − | + | ==IP address restrictions.== | |
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There are two areas where an IP address restriction can be applied, user and system. | There are two areas where an IP address restriction can be applied, user and system. | ||
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| + | 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'' | ||
| + | |||
| + | |||
| + | |||
| + | ==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. | ||
| − | |||
| − | + | [[Category:Module Specific:System Access Management]] | |
| + | [[Category:Topic:Security]] | ||
| + | [[Category:Topic:Support]] | ||
Latest revision as of 14:32, 26 April 2016
Contents
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.
