Password Troubleshooting - What to do if your users cannot login.

What can you do when a user is unable to login to your Health & Safety E-leaning platform?

The most common reasons for a user being unable to access the platform are:

• Entering the incorrect username or password
• Entering upper-case letters in their username
• Not using the correct case for their password
• Mistyping their username or password
• Allowing the browser to autofill the username or password with incorrect details
• Their account status is Inactive
• They do not have an account on the platform

Employees can reset their own passwords using the Forgotten your username or password link on the login page. Provided the email address is correct, once the user enters their email address a Password Recovery Email will be sent to them shortly.

If you wish to change the password value yourself, you can do so by doing the following:

Changing the Password value for a User

Finding a User

1. Go to Administration > Users > Accounts > Browse List.
2. Add a filter using the New Filter area to find the user/s you wish to edit. (Click Show more to toggle the view of all possible fields to filter by).
3. In the Edit column, for the user's row - click the Edit link to access the Edit User Profile Page.

Editing the User's password

4. In the New Password field, enter a new password value (to make sure that the password is as typed, you can tick the Unmask tick-box, to show the value entered).
5. (Optional) If you wish for the user to be prompted to change their password details once they next login, tick the Force password change option.
6. To Update the user, click the Update profile button at the end of their profile details.
7. Contact the user to advise them of their new credentials.

The user should now be able to login with the details you have changed.

Troubleshooting

Things to check if any of the above does not work:

1. Check that the username is correct (and has no trailing blank-space characters).
2. Check that the email address is correct (and has no trailing blank-space characters).
3. Check that the user has an Active Status (which can be found by repeating steps 1-2 and then checking the "Status" column for that user). Users with a status of Inactive will not be able to log in. You can toggle this status for a user by simply clicking on the active or inactive link.