Troubleshooting User Access Issues

Check the user stage in Portal 3.0

Troubleshooting of user access issues will depend on a user having completed their first login or not. In order to understand if a user has completed their first login, please follow these steps in Portal 3.0:

• Admin >> Users
• Search for the user (with user name, email, account etc)
• Select the user and enter the details page
• On the top right corner of the page, there is a button:
  • Button says “Resend Activation Link”: User hasn’t completed their first login
  • Button says “Log In As User”: User has completed their first login

Users who didn’t complete their first login (“Resend Activation Link” stage)

Users that haven’t completed their first login must login via the activation email token in order to complete the user activation, create a password and proceed to Portal. It’s not possible to masquerade as the user at this time and password reset features and emails will not work.

If the customer claims they didn’t receive the activation email:

• Ask them to check spam folder, spam filters and/or firewall settings
• Activation email is sent from [e-mail] - ensure the customer is whitelisting this email address

Note that the link to activate the user expires after 1 hour. If the customer received the activation email but the activation token is expired, they can click on the expired link to be redirected to the Portal where they have to reconfirm their email address in order to receive another email with a new link.

You can also trigger an activation email manually if needed:

• In Admin >> Users >> User details page
• On the top of the page, click on the “Resend Activation Link” button

The user should receive a new login email and perform the steps below to log in:

1. Receive Email

2. Enter in email address

   

3. Create Password

   

Users who completed their first login (“Log In As User” stage)

Users who have completed their first login have already created a first password. Masquerading as the user is possible at this time and a password reset can be requested via the Portal login page.

If the customer claims they didn’t receive the password reset email:

• Ask them to check spam folder, spam filters and/or firewall settings
• Password reset email is sent from [e-mail]  - ensure the customer is whitelisting this email address

Note that the link to reset the password expires after 1 hour. If the customer received the password reset email but the password reset token is expired, they can click on the expired link to be redirected to the Portal where they have to reconfirm their email address in order to receive another email with a new link.

You can also trigger a password reset email manually if needed:

• In Admin >> Users >> User details page
• On the top of the page, click on the “Log in as user” button
• When masquerading, navigate to the bottom left of the screen, select 'Account', and then log out of Portal.
• On the Portal login page, click on “Forgot your password?”
• Enter the customer email and click next
• An email with a new password reset token will be sent to the customer

Ideally customers can request a password reset themselves at a time of their convenience:

• On the Portal login page, click on “Forgot your password?”
• Enter the email and click next
• An email with a password reset token will be sent

Things to note

As soon as a user is created, the activation email is sent automatically for the user to complete their first login. This email is also known as Welcome email.

The token in all emails expires in 1 hour from the moment it’s created/sent. It’s currently not possible to extend this time due to limitations in our user management system.

In the user details page, there is also a Status dropdown. This has to be set to ACTIVE in order for the user to be able to log in and receive emails at any stage.

For any further issues with user access, please log a Product Support case in Jira.