When the user can't login, either from Windows Client, Mac client or Web portal, the first thing to check is to always go to the web portal and see if the user can login to the web portal.
1. If the user can login to the web portal, now focus on the client, whether it be the Windows, Mac or others.
2. If the user can't login to the web portal, check the error message. Either Auth_Failed or Not_Found.
Auth_Failed: The password is wrong. Make sure you are using correct password. If the user forgets the password, she can reset it from web portal login page.
Not_Found: The user is not in Centrestack. Need to check with the admin to verify the user is already inventoried in the Centrestack.
What is the URL of the web portal? I've always gone to the web portal via the software, but since it won't let me log in, I have no way of knowing how to get to the web portal.
(Question and issue in the Comment were followed and solved through the ticket system)
If the user doesn't remember the URL to login to the web portal, check please the email. Most of the times the user gets a welcome email, with the URL to login.
Also, the desktop and mobile clients remember the Access Point used to log in. You can use it to directly access using a web browser.
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