Problems Logging In

This article will review how to research why a user cannot log in to the system and how to resolve the most common issues.

Reports to Review Why the User is having issues

• Global Access Report
  • Navigate to My Reports > System Reports > System Utilities > Global Access Report
  • This report will show all login attempts. Review the Login Status column for error messaging or OK for successful logins.

• Two-Factor Request Log
  • Navigate to My Reports > System Reports > System Utilities > Two-Factor Request Log
  • This report will show the delivery method and destination of all Two-Factor requests.
• Virtual Code Authentication Audit Trail
  • Navigate to My Reports > System Reports > Audit Trail > Virtual Code Authentication.
  • This report will show all Multifactor/Virtual Code Authentication registrations and updates by users.

Password Issues

• Most Common Reasons for Password Issues
  • Forgotten or Incorrect Password
  • Password Expiration
• How to Reset Passwords
  
  • Reset employee passwords in the system under Team > HR > Employee Maintenance > Password Reset
  • For more information, go to My Info > Help > Learning Center, and search for the article Reset an Employee's Password

Account is Locked

• Most Common Reasons Accounts are Locked
  • The employee attempted too many logins using an incorrect password (see also Password Issues above)
  • The employee entered the wrong password again immediately after you reset it
  • New users must log in within five days of their account creation
  • Users must log in every 30 days, or their accounts will be locked

• How to Unlock Accounts
  
  • Unlock employees in the system under Team > HR > Employee Maintenance > Password Unlock.

• • For more information, go to My Info > Help > Learning Center, and search for the article Unlock an Employee Account

Two-Factor Authentication Issues

• Most Common Reasons for Two-Factor Authentication Issues
  • The employee's requests are delivered to the wrong destination
  • The employee has a new mobile device and needs to reinstall their authenticator app

• How to Clear Two-Factor Authentication Registrations
  
  • From the Employee Information screens, search for the Two-Factor Authentication Widget, where you can review or clear all previous employee registration settings
  • For more information, go to My Info > Help > Learning Center, and search for the article Update the Two-Factor Authentication Employee Widget