Login Troubleshooting for Admin

 

As an Admin, you have the ability to reset user accounts. This procedure is a helpful first step when troubleshooting login issues.

If a user has not logged in:

1. Navigate to the Admin module.  
2. Click on Users: Users_Within_Admin.png
2. Click All Users: All_Users_Submenu.png
3. Use the search box to find the user, or scroll until you find their name. Next, click the user's User Details icon:

 

Example_User.png

4. Click the Invite User button in the top-right corner. 

Invite_User_Button.png

5. After you click Invite Email, a pop-up window will appear with the email text. When you are ready to send the invitation email, click Invite User.

Invite_User_Confirm_Button.png

 

User not logged in yet, but a password was set up:

1. Navigate to the Admin module.  
2. Click on Users: Users_Within_Admin.png
2. Click All Users: All_Users_Submenu.png
3. Use the search box to find the user, or scroll until you find their name. Next, click the user's User Details icon: Example_User.png

4. You will know that a user has set their password but has not yet logged in by looking at two items on the user's detail page. First, you will look under their name. It will say "This person has not yet logged in."

Has_not_logged_in_text.png

5. Next, check the buttons on the right. If they say Impersonate, Delete User, and Unlink Login, then the user has logged in before. Select Unlink Login.

Buttons_for_when_a_user_has_logged_in..png

6. Now you should see the Invite User button appear again. Click on the button to send a new invite so that the user can create their login credentials again. 

Invite_User_Button.png

7. After you click Invite Email, a pop-up window will appear with the email text. When you are ready to send the invitation email, click Invite User.

Invite_User_Confirm_Button.png

If the user has already logged in: 

1. Navigate to the Admin module.  
2. Click on Users: Users_Within_Admin.png
2. Click All Users: All_Users_Submenu.png
3. Use the search box to find the user, or scroll until you find their name. Next, click the user's User Details icon: Example_User.png

4. You will know that a user has logged in by looking under their name on the details page. It will give the date that the user first logged in. 

User_Login_Text.png

5. Next, check the buttons on the right. If they say Impersonate, Delete User, and Unlink Login, then the user has logged in before. Select Unlink Login.

Buttons_for_when_a_user_has_logged_in..png

6. Now you should see the Invite User button appear again. Click on the button to send a new invite so that the user can create their login credentials again. 

Invite_User_Button.png

7. After you click Invite Email, a pop-up window will appear with the email text. When you are ready to send the invitation email, click Invite User.

Invite_User_Confirm_Button.png

 

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