Common Reasons for User Lock Out or Login Inability
RecTrac 3.1.10.16.01
Table of Contents
Problem
One or more users are lingering indefinitely at the Login. The system will not take their password and the reset link is not working. How can this be fixed?
Error Message
"Invalid UserName/Password"
Solution
User inability to log in stems from several reasons ranging from the Static Parameter settings that control the number of permissible user login attempts before locking the user out. This issue also sometimes stems from the user's profile containing an invalid email address. Lastly, this issue may stem from a toggle on the User Update screen that manually locks the user out.
Steps For Solution
To check Static Parameters:- Navigate to Profile Assignments.
- Click Static Parameters at the bottom of the Available Profiles Column.
- On the right side, expand the RecTrac Password Settings group.
- Check the setting called "Lockout User After X Incorrect Login Attempts."
- This could be the reason one user got locked out if they entered incorrect password too many times. Consider raising the threshold
- If a user did get locked out from multiple faulty password attempts, their user account requires unlocking. Refer to area that covers "Manual Lockout setting location" below.
To check that the user's email is neither invalid or missing:
- Navigate to User Management.
- From the DataGrid, select the user who cannot log in.
- Click Change.
- Verify the affected user has a valid email with no typos.
To check if a user has been manually locked out:
- Navigate to User Management.
- From the DataGrid, select the impacted user.
- Click Change.
- Expand the Miscellaneous Settings group.
- Verify that the toggle "User Currently Locked Out?" is toggled off.
- If the toggle is on, toggle it off. This will allow the user to log in with their password.
- If user does not know their password, then update the Password and Confrim Password field with a new one.
- Click Save.
The user now should be able to log in successfully.