Password Reset/User Sign On Issues

Created by Michael Britt, Modified on Tue, 17 Jun at 10:40 AM by Michael Britt

Password Reset

Synopsis:  Member Password Reset requested, or User Has sign on issue.


Example TIcket Regarding:

[#2441] Password reset : Worldwide ServiceDesk


Solution:

Sign into worldwidebuygroup.com as a admin user. Then go to the S2K administration



Select the User Maintenance tab.


Then search for the user either via member #, email or by name.



If a password reset is all that is required, click the edit button. Then update the password/re-enter password fields & save.



If the user still cannot access the portal or page then the most common issue are: 

  • Member # is not assigned to the user 
  • They are not assigned as a member type 
  • They are inactive. If inactive the button next to edit will say "Activate" as they are currently inactive.
  • They are marked as a quarantined users with restricted access


To check if they are marked as a member in the edit screen look at the "User Types" at the bottom of the menu and you should see member with a blue check. If this is not checked you can find the roles in the "Roles to Display" dropdown and then select the Member. Then save to update.


The user could also be "Quarantined" where the member # checkbox is located. This special user type restricts access to show related materials such as the digital catalog and exhibitor landing pages.


Otherwise select their USER ID. 


The member #'s associated to the user will be at the bottom of this screen. 


If they do not have a member # they will not be able to access the site. The "New" button can be clicked and the member # can be typed to search. 



After finding the member # make sure to click select. 


 Checkbox "All" from the location selection. Then click add account.



Lastly, if this does not resolve the issue the user may not be able to order or view ar pages based on the the order and show AR pages drop-downs from the "user-id" screen. If this is the case change the status based on the request to yes.



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