Difference between revisions of "Troubleshooting - User Logins"
From All n One's bxp software Wixi
Philip Lacey (talk | contribs) |
Philip Lacey (talk | contribs) |
||
| Line 8: | Line 8: | ||
'''1. Username Spelling''' | '''1. Username Spelling''' | ||
| − | Ensure that the Firstname and the Surname of the person are correct and that there are no leading or trailing spaces. Using the arrow keys on the keyboard to move to the start and end of the names to check for the spaces. | + | |
| + | 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. | ||
| Line 15: | Line 22: | ||
| − | Reset it to ''password'' all lower case to allow the user change it on login. Retype the word password into the password box. | + | 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. | ||
| Line 22: | Line 35: | ||
| − | Ensure that the user is set to Live or Placeholder. You may also need to check that no retired user has a similar name. | + | 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. | ||
| + | |||
| + | |||
| + | ''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 - 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''' | ||
| − | + | 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'' | |
| − | ''' | + | '''7. 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 | |
| − | |||
| − | |||
| − | ''' | + | '''8. 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. | 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. | ||
Revision as of 14:24, 4 November 2014
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.
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.
2. 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.
3. 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
4. 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
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 - 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
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
7. 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
8. 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.
