OVERVIEW

As a super user, you may need to support users with their login problems.

Common reasons why users have problems logging in:

• Using the wrong URL.
• Entering incorrect username.
• Entering incorrect password.
• They don't have a Profile assigned to the environment they are attempting to access.
• Their account has been locked due to 5 incorrect login attempts.
• Their account has been deactivated.
• They have not passed the Captcha.

ERROR MESSAGE EXPLANATIONS AND SOLUTIONS

Login details incorrect

Users will receive this message if they enter an incorrect username or password.

As a super user, you can determine whether it's the username or password that's incorrect:

1. Access their account in the ATS (Users > Manage Users / Configure Users).
2. Navigate to the Contact tab, where you'll find a field indicating Failed User Logins.
   • If this field displays zero:
     • it suggests that the user is either entering the incorrect username or accessing the wrong login link.
     • verify the username displayed in the 'Contact' tab and confirm with the user that they're using the correct one.
   • If the field shows any failures:
     • it indicates that the user is accessing the correct login link and using the correct username but entering an incorrect password.
     • in such cases, select 'Edit' in the user's toolbar and then click 'Reset Password' to provide them with password reset instructions.

Your account is locked

Users will get this message if they have entered an incorrect password 5 times.

Super users can unlock accounts. To do this:

1. Access their account in the ATS (Users > Manage Users / Configure Users).
2. Navigate to their Contact tab, where you'll find a field that shows how many Failed User Logins they have had.
3. In the user's toolbar, click Edit.
4. Now click select the Reset Failed Logins checkbox and click Save.
5. You may also want to send them password reset instructions by clicking 'Reset Password' in the user's toolbar.

Failed to load SPA

If a user encounters a 'Failed to load SPA' message upon logging in, followed by being logged out and returned to the login page, it could indicate that they lack the necessary profile for the environment they're trying to access. For instance, they might be attempting to log into the Live environment while their profiles only grant access to Config.

Start by asking the user for the login URL they are using to confirm the environment they are trying to access. If the URL contains '-config,' it signifies an attempt to access Config. Conversely, if it lacks '-config,' it indicates an attempt to access Live.

Next, review the profiles assigned to their account. Here's how:

1. Access their account in the ATS (Users > Manage Users / Configure Users).
2. Navigate to their Profiles tab, which lists all the profiles assigned to their account.
3. Check the Assignment Mode column, which specifies the environment each profile grants access to. It will display either 'Config-only,' 'Live-AND-Config,' or 'Live-only.'
4. If necessary, modify the profiles by clicking 'Edit' in the user's toolbar, returning to the 'Profiles' tab, selecting the profile to be changed, and clicking the 'Edit' button within the 'Profiles' tab.

Login Failed

Users will get this error message if their account has been deactivated.

To check this:

1. Access their account in the ATS (Users > Manage Users / Configure Users).
2. Navigate to the Contact tab, where you'll find the Active field.
3. If a red tick is displayed next to the 'Active' field it means that their account is deactivated.
4. To activate their account, click Edit in the user's toolbar, select the Active checkbox and click Save.

Captcha validation failed

If the user fails to select the Captcha checkbox on the login page or does not pass the verification pictures they will get this message.

No error message provided

If the user does not see an error message it may help to do a screen share to double-check this.

If no error message is shown, it may help to clear the browser's cache and cookies. See the section below for more guidance.

USER HAS NOT RECEIVED PASSWORD RESET INSTRUCTIONS

To reset their password, users can utilise the 'Forgot your password?' link on the login page and follow the instructions. They'll be prompted to enter their username. Alternatively, super users can access their account in the ATS and choose 'Reset Password.'

If users don't receive the reset instructions, it could be due to the following reasons:

• Incorrect username entered: Verify their username by accessing the 'Contacts' tab within their account record.
• Incorrect email address stored against account: Go to the 'Contacts' tab within the account record and verify the email address.
• Email in junk mail: Advise them to check their junk folder to see if the email has been routed there.
• Inactive account: Ensure that the 'Active' checkbox is selected in the 'Contacts' tab within their account record.

OTHER THINGS TO TRY

• Clearing Browser Cache & Cookies - See the guidance below.
• Cold reboot - Ask the user reset theur PC by powering it down and removing the power from the mains for at least 30 seconds. This will make sure that it clears everything from the computers temporary memory store, and gives the device a fresh start.
• Update browser - Having an out of date web browser might cause log in problems. Check that they have the latest version installed and if not, update it.
• Contact Oleeo Support - If the user still can not login please speak to a supported user, who will be able to escalate the issue to the Oleeo customer support team.

Clearing Browser Cache & Cookies

Browsers automatically keep a temporary copy of all the files used to display each website, in a 'Cache'. Cookies are small text files that are used to identify the computer and store settings such as usernames, passwords and preferences for specific websites. If a user is having trouble logging in and there are no useful error messages, clearing the cache and cookies is a good way to start again with a clean slate and get a completely fresh copy of the Oleeo system.

Below there are details of how to clear the cache and cookies from the most popular web browsers.