Troubleshooting when a user can't log into Studytrax

Owned by Mary Lukowski
Last updated: Oct 16, 2019
1 min read

  1. Open the Account Update page for the user

    1. Click on System Setup in the main menu (top of page)

    2. Select Users in the left panel

    3. Click on the username

    4. Click the Edit button (pencil icon) in the gray toolbar

  2. Verify the account is Active (the Active checkbox should be checked)

  3. Verify the account is Verified (the Verified checkbox should be checked)

  4. Scroll down to view the value for Failed Login Attempts

    1. If the value is > 1, the password the user is attempting to log in with is incorrect

      1. Click Cancel on the Account Update window

      2. Click Reset Password in the toolbar to email a password reset link to the user

    2. If the value = 0, one of the following scenarios is occurring

      1. The user is attempting to log into the wrong installation of Studytrax, send the user the correct URL to use

      2. The user is attempting to log into Studytrax with a different username, send the user their username