[Internal] Login Errors for End Users

[Internal] Login Errors for End Users

Background

There are two type of login errors. The first is when an end user (student, employee, etc.) cannot log into a module. The second type is when a user or admin cannot login to the Management Console. This guide helps troubleshoot when an end user cannot log into a module.


Gather Information

1) Read through the client's email and collect as much information about the error as possible. Questions to ask include the following:
  1. Is there a screenshot showing the error and the URL?
  2. Do you know the user's credentials they're trying to log in with?
  3. Which module is the end user trying to login to?
2) If more information is needed, email the client with follow up questions. It's best to ask for all the information up front as it avoids back and forth emails. Questions to ask include the following:
  1. Is this affecting all users?
  2. Can you send a screenshot of the error with the full URL?
  3. What module is the user trying to log into?
  4. What link is the user using?
  5. Is the user trying to login through SSO or a direct link?
  6. Do you know what browser and device the user is using?
  7. What are the credentials they're trying to login with?

Troubleshoot

3) Check CRM portal integration notes to see if client is using SSO, obtain access key or a direct link to log in.
4) Confirm which module the user is trying to log into by checking the website URL or screenshot the client provided.
5) Does the module ID the user is trying to log into match the name of the module? To check a module's ID, open the Administration page in Management Console. On the right side is a list of module names and their associated module IDs. Check to see if this module ID matches the module ID in the link. As an example, in this link https://launch.comevo.com/sandbox/793/-/pub/Intake 793 is the module ID.
6) If the module name associated with the module ID from the Administration page does not match the name that the client mentioned, let the client know and continue troubleshooting.
7) Look up the end user in Management Console. Be careful what edits you make as this is the database.
8) On the Administration page, select Lookup/Edit Users and click Go.

9) In the Lookup User box, enter the user's last name and click Lookup. You may have to search each portion of the end user's information separately.

10) Locate the user in the list of results and check their information against what the client sent. Does the information match? Is the Unique ID correct?

 

NOTE: First name, last name, email and unique ID are not case sensitive.

 

11) If the information matches, go to step 14 to check the user's email address. If not, inform the client of the error and ask them to try again.
12) If needed, it's okay to update the user's information. Examples of when to edit user information include the following:
  1. End user originally signed in as Melani and it needs to me Melanie.
  2. End user previously logged in with the incorrect Unique ID, see step 13.
      To edit the information click Edit.


13) If a student used another student's ID, add an "x" (e.g., x123456) to the beginning of the ID. This will reset the ID for the correct user and allow the current user to login with their correct credentials.

 

NOTE: Most of the time the login error can be found in the end user's email address.

 

14) If the email address is a field on the entry form, check the end user's email address by pulling a Usage Report.
15) Search for the user's name using the Find box in the Usage Report.

16) Check to see if the email matches what the client provided. Pay particular attention to see if the end portion is correct. E.g., @school.edu vs @school.com.

 

NOTE: If the client has a lot of end users with problems logging in with their email, the field on the entry form can be changed to "other" instead of "email address". However, if they are using Nudge, keep it as "email address".

 

17) Once the error has been identified, provide the client with the correct information for the end user to login.

 

NOTE: It's okay to show the client how they can use the Usage Report to find the error themselves. If you do, still send them the report and the fixed solution.

 

18) Make sure to double check that all of the client's questions and issues have been resolved.
19) Before closing the ticket, follow up with the client to ensure that the end user was able to login successfully.















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