Troubleshooting Login Issues for a User

This article will walk through the troubleshooting steps when users are having log-in issues. 

Check the user's credentials

1. Click on the Administration icon .

2. Select Users from the User Security section. 
3. In the search field, search for the desired user name.
4. Once you find the right record, click on the edit icon to the left.
5. Ensure all information is set up correctly.

Ensure the user’s profile is connected to the employee’s profile

1. Click on the Administration icon . 
2. Select Employee Management from the Employee Management section.
3. Click edit next to the employee.
4. Ensure there is a user in the User section
5. If necessary, add the correct user profile by searching for the employee's user in the drop-down menu next to User.

Check the user’s role assignment(s)

1. Click on the Administration icon .
2. Select Role Assignments from the User Security section.
3. Ensure the user has the proper roles for their OU(s)

Check for duplicate user profiles for the employee

1. Click on the Administration icon .
2. Select Users from the User Security section.  
3. From the Advanced Filters drop-down menu , choose Orphan.
4. Add by clicking on the flashing plus sign.
5. Check off the Orphan filter checkbox.
6. Search for User
7. Click Apply and the user's profile will show up if there is an orphan
8. If there is an orphan in addition to an active user, delete the orphan so only one user profile remains

Verify the correct user is mapped in your integration

If you have a Employee Update or User Integration running, ensure the user is mapped.  If not duplicates can be created.  

1. Click on the Administration icon .
2. Select Entity Mappings from the Settings section.
3. Go to Security Identity and search for the user.