Troubleshooting Users not able to Login

    This article dives into the most common login issues in the Magentrix portal and provides easy-to-follow steps for troubleshooting them. This guide will provide you with the necessary knowledge to diagnose and fix common login issues 

    If at any point you have questions or need further assistance, please contact Magentrix Support.

    User with no contact associated

    Users belonging to security roles other than Administrator/Employee must be associated with a Contact record in order to log in to the portal. When not associated with a contact, the user will be prompted with the following message when trying the login process:

    The first step that an Admin user needs to take in order to allow the partner user to log in, is to open the user's record by navigating to Security > Manage Users, search for the user and check their contact information. If the contact record does not exist, it must be added. Once the adjustments have been made, this user will be able to log in to the portal, As long as no other issues are encountered.

    User is deactivated

    A deactivated user is one of the most common reasons why a user cannot access the portal. A user's record can be deactivated within the portal, or, if Salesforce is integrated, through the "Community User" checkbox associated with the user's contact record.

    In order to check if the user is deactivated:

    Navigate to Security > Manage Users, search for the Username and click on it.

    In the Users page, look for the "Active" field and ensure that the checkbox is checked, indicating that the user is activated.

    For native portals:

    If It's unchecked, click on "Edit", check the checkbox and "Save".



    For portals with CRM integration:

    Click on the contact record associated with the user. The contact record page will open. Make sure the "Community User" checkbox is checked. When unchecked, the user will be deactivated and vice versa.

    This same field is accessible from Salesforce and is located within the contact record. It is necessary to have the "User Enablement" trigger installed and configured and the fields to be in the "Page layout" of the contact record.  


    Please refer to this documentation for more information on how to manage users within the Salesforce Contact page.

    Force a reset Password

    The portal will only allow one user-generated password reset link to be sent out within a 1-hour period. Admin users can bypass this blockage and send a password reset for the user.

    Admins can force a password reset email through the portal if the user is having difficulties resetting his own password.

    Within the user record, click on "More Actions" and select "Reset Password".
    This action will trigger a password reset email to the user. There is no limit to this operation, and the Admin can repeat it as many times as necessary.


    User not receiving the Reset Password email.

    There are cases where the user is trying to reset his password, whether it is being triggered by the login process or being done by an Administrator, and the user does not receive the email to reset his password. 


    Please refer to this documentation to access the Email Notifications for the portal. This report will show emails that were sent and emails that were rejected due to some delivery issues.
    Please refer to this documentation to troubleshoot issues related to sending and delivering emails through the portal.

    How to manually change a user password. 

    Some users may have difficulty resetting their password and in such cases, an Administrator user can manually modify that user's password.

    To manually change a user's password, Navigate to Security > Manage Users, search for the user and select it. Under the right top of the page, click on “More Options” and select "Change Password"

    The difference between "Change Password" and "Reset Password" is that the Administrator will set a new password for the user, while in the reset password option, the user himself will change his password.

    User blocked due to invalid attempts. 

    If a user's failed login attempts exceed the maximum login attempts set on the portal, the user may be blocked for security reasons. This configuration is set under Company Preferences.

    It is possible to set the number of times the user can enter a wrong password and how long this user will be blocked from login.

    In order to access these configurations, navigate to Manage > Company Preferences, select the "Security Settings" tab and find the "Password Settings" section. 

    Maximum Invalid Login Attempts: You can set from 3 to 10 attempts. If set to "No Limit" the user will never be blocked from trying the password.

    Lockout Period: It can be set from 5 to 60 minutes that the user will be blocked from trying to log in.

    A user with an administrator level can bypass the lock by going into the portal, under the user's record and forcing a "Password Reset" so that the user can reset their password safely.

    User within Child community. 

    Sometimes a user may try to log in to the portal through the wrong portal URL. This happens when the portal has one or more Child Communities and the user is associated with a Child Community. Each Child Community has its own specific URL. For this reason, when a user tries to log in to a portal that he does not belong to, the login will not be successful.

    To check which Child Community a user belongs to, follow the steps below:

    Navigate to Security > Manage Users, and search for the user. Take note of the user's Security Role.


    Check if this role is part of the Child Community:

    Navigate to Create > Communities, and click on the Community available to open the community settings page.

    Under the "General Settings" tab, navigate to the "Important Access Settings" section". The "Default Role" Determines which members have access to this Community (as primary members).

    There is another section that needs to be checked for more security roles in use for this Child Community. 

    At the bottom of the same page, check the "Community Roles" list. If the list contains any roles, they are also part of the Child Community.

    The login link for the Child Community can be found in the "General Settings" tab in the "Community Information" section.

    Community URL: Internal link to the portal from Magentrix servers.
    Community Custom Domain: The Custom Domain or Subdomain connected to the child community. This is the preferred URL for end-users to access the child community if configured.


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