Difference between revisions of "Troubleshooting - User Logins"

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== Overview ==
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==Overview==
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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.
  
  
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.
 
  
 
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==Username Spelling==
 
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Ensure that the Firstname and the Surname of the person are correct and that there are no leading or trailing spaces.
== 1. Username Spelling ==
 
 
 
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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== 2. The password ==
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==The password==
 
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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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== 3. Status ==
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==Status==
 
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Ensure that the "status" of the user is set to Live, Training or Placeholder.
 
 
Ensure that the "status" of the user is set to Live, Training or Placeholder.
 
  
  
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== 4. Retired ==
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==Retired==
 
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You may also need to check that no retired user has a similar name, which may be causing confusion.
 
 
You may also need to check that no retired user has a similar name, which may be causing confusion.
 
  
  
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== 5. Single inverted commas ==
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==Single inverted commas==
 
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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. There are three variants ( ‘ ’ ' )
 
  
  
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== 6. User locked out ==
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==User locked out==
 
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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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== 7. IP address restrictions. ==
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==IP address restrictions.==
 
 
 
 
 
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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== 8.  System Live ==
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==System Live==
 
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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.
 
  
  

Latest revision as of 13:32, 26 April 2016

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.