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Login Problems Intermediate Checklist - Operations IQ® Platform

Login Checklist

Joe Caffrey avatar
Written by Joe Caffrey
Updated over a year ago

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This checklist will go through some common problems for troubleshooting a login issue. This begins where Login Problems Checklist ends and is meant for Administrator/Helpdesk employees.

Checklist

Part 4 - Account Verification

Verify their account is setup properly and able to login.

  1. Is their account setup within your active directory?

    1. If you do not have access to do so, contact someone whom can verify this.

  2. Is their account setup with the proper AD groups for the applications they need?

    1. Refer to ROLES - IQ article for mapping, doublecheck within Active Directory.

  3. Is their account locked?

  4. Confirm they can login with their User/Password elsewhere, if not, consider resetting their Password.

  5. If you’re all set, consult Part 2

Part 5 - Website Verification/Login

Ensure the application is loading for you

  1. Launch the IQ website on your computer to narrow down the scope.

  2. Does the webpage load to a page that has a login/password field or is there an error?

    1. Consult The Login Page

      1. If the initial page does not load, is their an an issue with your ADFS?

  3. Try to Login yourself. If you can login but they cannot, confirm they’ve tried basic steps to narrow down the issue such as:

    1. Refreshing your Login

    2. Closing Browsers

    3. Switching Computers

    4. Browser Types

    5. Incognito

    6. Clearing Cache

  4. Notate down what happens when they try to login, are there any errors? If you have found a solution to the error or problem before attempt to resolve. If others can login but specific users cannot, notate down the below and reach out to TeleTracking for assistance in narrowing down the problem.

    1. Users Email

    2. First Name

    3. Last Name

    4. Time attempted to login with Time zone

Part 6 - Past Login but Application Tabs Missing

Determine if this a subset of users or everything. If this is everyone, reach out to TeleTracking for assistance.

  1. What tabs are missing?

    1. If they are related to Capacity Management, confirm if Login Issues with Duplicate Accounts is an issue.

    2. If they are not related to Capacity Management and you’ve confirmed within AD that they have the proper AD groups, proceed to verify they are passing correctly when logging in.

Part 7 - Using F12 to verify user Information during Login

  1. Open the Login Page

  2. Open Developer Tools (F12)

  3. Navigate to the Network Tab

  4. Login to the IQ Platform

  5. Look for the “userprofile” call

  6. Under Preview or Response you’ll find the Roles which contains all of the groups provided from the ADFS call. This will be a second check to determine the proper groups being sent over.

  7. In addition to Roles there is other information here that is helpful for troubleshooting. Provide as much information as possible when reaching out.

Part 8 - Verifying Browser Settings for a Capacity Management tab missing.

When Capacity Management tabs won’t load. Ensure the appropriate settings are set within Internet Explorer

  1. Trusted Sites - Ensure that the following are in trusted sites

    1. *.cl-teletracking.com

    2. *.auth0.com

    3. Your Capacity Management Suite URL

  2. Custom Level Security

    1. Set “Access data sources across domains” to enable

  3. Allow Cookies

Related

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