User Issues - Troubleshooting
User Issues
- 1 Why won't the Platform let me use an email address?
- 2 Why can't a User log in? / Why can't I impersonate a user?
- 3 Why is a User not appearing in the Users DataGrid when I search?
- 4 How do I change a User's ID?
- 5 Concurrent Logins not allowed error when trying to log in
- 6 An admin keeps getting "Permission Denied" when trying to edit a user's details/ Can't edit users details
- 7 User gets the message "Your account does not permit you to access this site" when trying to log in
- 8 MFA
If you’re experiencing problems when managing Users, then you’re in the right place! This guide walks you through the most common User-related issues and questions and how to resolve them!
Why won't the Platform let me use an email address?
Related help guide page(s):
By default, the Platform will only allow one User on the platform to use an email address.
If you are seeing the following error:
This means that a User in Platform is already using the email address that you are trying to save.
Please Note
If you cannot find this User by searching the Users DataGrid by the email address in question, they could be an ‘Orphaned User’ (a User without a Main Account), or have a Main Account that you do not have the Role to see.
If this is the case, please contact the Customer Support Team for further support
Why can't a User log in? / Why can't I impersonate a user?
If a User is having trouble logging into their Account or you are having trouble Impersonating the User please check the following:
Check the correct URL is being used
Check the User’s ID and Email Address
Confirm with the User they are logging in with their User ID or Email Address
If they are not using the correct credentials, then they will be unable to log in,
To confirm the Users ID, please do the following:
From the Main Navigation Menu on the left hand side, select ‘Users’
Using the search bar and or filters, search for the User by their name
Add the ‘User ID' and the ‘Email Address’ column into the DataGrid
Check the User ID against the User ID the User is using to log in. If they are correct, right click and select ‘Send Reset Password Link' and ask them to reset their password
Check the User’s status
If the User does not have the status of ‘Active’ they will be unable to log in, and they will see a message to inform them:
Check their password isn't auto populating
Some web browsers allow you to save passwords for log in which auto-populate when you go to log in. Sometimes these passwords are not updated.
As the User to manually type their password into the ‘Password’ field
If this still doesn't work, right click the User in the Users DataGrid and select ‘Send Reset Password Link' and ask them to reset their password again
Check the Users Status
When a User has attempted a number of password entries, the Platform will automatically set the User to ‘Locked’
You can check this by doing the following:
From the Main Navigation Menu on the left hand side, select ‘Users’
Using the search bar and or filters, search for the User by their name
Right-click the User and select ‘Edit’ from the context menu
Scroll down the ‘Employment’ section and check that their status isn't in ‘Locked’
For further guidance for unlocking a Users Account, please follow: https://accessplanit.atlassian.net/wiki/spaces/HG/pages/3431760353
For further guidance on your Password Policy setup, please visit the following: https://accessplanit.atlassian.net/wiki/spaces/HG/pages/61341947
Check the User has a Main Account
If a User does not have a Main Account listed, they are what is known as an ‘Orphaned’ Account which prevents them from logging in.
To check this, please do the following:
From the Main Navigation Menu on the left hand side, select ‘Users’
Using the search bar and or filters, search for the User by their name
Right-click the User and select ‘Edit’ from the context menu
Scroll down the ‘Employment’ section and check that they have a ‘Main Account’ listed
If this is empty, add a ‘Main Account’ by using the ‘Select’ button and selecting the correct Account.
Ask the User to try and log in again.
Please Note
If you are having issues adding a Main Account or finding the User in the first place, please reach out to the Customer Support Team for further support
If the Main Account is populated, move on to the next step below
Check the ‘Main Account’ status
In some cases, they User may be active, but the Main Account has been set to ‘Inactive’
To check this, please do the following:
From the Main Navigation Menu on the left hand side, select ‘Users’
Using the search bar and or filters, search for the User by their name
Right-click the User and select ‘Edit’ from the context menu
Scroll down the ‘Employment’ section and check the ‘Main Account’
Click the Account name and select ‘Edit Main Account’
Scroll down until you see the ‘System Status’ section and check that the status is ‘Enabled’
If this is ‘Disabled’, change it to ‘Enabled’ and ask the User to try and log in again.
Check the Users Employment record
If a User doesn't have an active Employment record, this can prevent them from logging in,
To check this, please do the following:
From the Main Navigation Menu on the left hand side, select ‘Users’
Using the search bar and or filters, search for the User by their name
Right-click the Delegate and select ‘Employment’ from the context menu
Check to make sure that there is an ‘Active’ employment record listed within this DataGrid and its in date
There should be a ‘Start Date’ listed. If there is an ‘End Date’ present then this is not an active Employment record
You can either add new Employment if the User no longer works for the current Account or Edit the current ‘End Date’ by right clicking the employment record and selecting ‘Edit’
As the User to try and log in again
Impersonating a User
Why is a User not appearing in the Users DataGrid when I search?
Related help guide page(s):
Promote an existing User from having an 'Individual' role to an 'Administrator' role and access
If you are having trouble searching for a User within the Users DataGrid, please check the following:
Check you have the right search criteria selected
When using the search bars within DataGrid's, you need to always check you are using the correct search criteria otherwise the results may not show.
You can check your search criteria by clicking the drop-down arrow next to the magnifying glass on the search bar in the DataGrid
Check that the correct column is selected that you are searching for and try again
Check you have the correct permissions
Please Note
If you can see Users that you don't think you should be able to see, this could also be caused by incorrect Roles. If this is the case, please contact the Customer Support Team
How do I change a User's ID?
Current User ID’s cannot be edited or changed, please see the following for guidance on how create a new User ID
To change the ID of a User, you'll need to create a new User with the same details and with the ID you want them to have.
Once you have done this, you will need to select both of these Users on the Users DataGrid and choose the Merge function and select the new User as the record you would like to keep.
Please Note
This will combine all of the associated records for the two Users (Awards, Courses, etc.), but will keep the details of the new User you have made (ID, Address, etc.).
Concurrent Logins not allowed error when trying to log in
Concurrent Log ins are not allowed on the Platform for security purposes.
If you are receiving the ‘concurrent logins are not allowed’ error, please reach out to the Customer Support Team who will be able to force log outs on any device you may be logged in on.
An admin keeps getting "Permission Denied" when trying to edit a user's details/ Can't edit users details
Check the Users Main Account
If a User does not have a Main Account listed, they are what is known as an ‘Orphaned’ Account which can prevent you from being able to amend any details
To check this, please do the following:
From the Main Navigation Menu on the left hand side, select ‘Users’
Using the search bar and or filters, search for the User by their name
Right-click the User and select ‘Edit’ from the context menu
Scroll down the ‘Employment’ section and check that they have a ‘Main Account’ listed
If this is empty, add a ‘Main Account’ by using the ‘Select’ button and selecting the correct Account.
Please Note
If you are having issues adding a Main Account or finding the User in the first place, please reach out to the Customer Support Team for further support
Check that you have the correct permissions
User gets the message "Your account does not permit you to access this site" when trying to log in
Check the Users Main Account
If a User does not have a Main Account listed, they are what is known as an ‘Orphaned’ Account which can prevent you from being able to amend any details
To check this, please do the following:
From the Main Navigation Menu on the left hand side, select ‘Users’
Using the search bar and or filters, search for the User by their name
Right-click the User and select ‘Edit’ from the context menu
Scroll down the ‘Employment’ section and check that they have a ‘Main Account’ listed
If this is empty, add a ‘Main Account’ by using the ‘Select’ button and selecting the correct Account.
Please Note
If you are having issues adding a Main Account or finding the User in the first place, please reach out to the Customer Support Team for further support
Check that the Users Main Account is in an Account Group
Once you have checked the Users Main Account following the step above, click the the Main Account and select ‘Edit Account’
Check that there is an Account Group listed under the ‘Main Account Group' field
If there isnt, click the ‘select’ button and select the Account Group that this Account will fall under. For further guidance on Account Groups, please visit https://accessplanit.atlassian.net/wiki/spaces/HG/pages/61112470 and https://accessplanit.atlassian.net/wiki/spaces/HG/pages/192675957
Try accessing again.
MFA
For guidance on MFA issues, please visit the FAQ’s section on our help guide page here:
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