Problem: Too many users are logged in

When I try to sign in, I get the following message:

Open

Cause

The number of currently used licenses equals the number of available licenses. Licenses can be used by:

• logged-in users

• logged-out users with allocated licenses.

Solution 1: Buy additional licenses

To do so, please contact your Regional Growth Manager or the Implementation team.

Open

Solution 2: Change the number of users with allocated licenses

To change the number of users with allocated licenses, please contact our Help Desk.

Solution 3: Change the session timeout settings

To do so, go to the Configuration menu > General Configuration > Security > Session tab and provide the desired settings.

Problem: The IP address is temporarily blocked

When I try to sign in, I get the following message:

Cause

Your IP is blocked due to too many incorrect login attempts.

Solution: Wait for 15 minutes and try to sign in again.

Problem: The limit of possible active users is exceeded

When I try to sign in, I get the following message:

Cause

There are more active users than available licenses.

Solution 1: Buy additional licenses to match the number of active users

To do so, please contact your Regional Growth Manager or the Implementation team.

Solution 2: Set some users to Inactive to match the number of licenses

To do so, perform the following steps:

1. Sign in to the Home Portal as an admin user.

2. Go to the Configuration menu > User Management > Users.

3. Locate the users you want to set as Inactive.

4. Open the selected user’s profile.

5. Go to the General Info tab.

6. Click the Edit button at the bottom of the page.

7. Uncheck the Active box.
   
   

    

8. Click the Save or Save and Exit button.

9. Repeat for other users.

Solution 3: Buy the Floating License feature to share one license between several users

To buy this feature, please contact your Regional Growth Manager or the Implementation team.

Solution 4: Force sign-out users

To do so, perform the following steps:

1. Sign in to the Home Portal as an admin user.

2. Go to the Configuration menu > System Information > System Monitor.

3. In the Active Session section, locate the users you want to sign out and click the Sign Out button in the last column.
   
   

Problem: The username or password is incorrect

When I try to sign in, I get the following message:

Possible causes

• You have entered an e-mail instead of a username.

• You provided the wrong password.

Solution 1: Check if the provided username is correct

Solution 2: Reset the password

Option 1: Ask your admin to reset your password

Admin users can quickly change user passwords in user profiles.

To do so, an admin user has to perform the following steps:

1. Go to the Configuration menu > User Management > Users.

2. Open a selected user profile in edit mode.

3. Click the Change button under the Password section.
   
   

    

4. Provide and confirm the new password in the Change Password pop-up.

5. Click the Apply button.

6. Click the Save or Save and Exit button.

Option 2: Use the I forgot my password link

1. On the sign-in page, click the I forgot my password link.
   
   

    

2. Enter your E-mail address or Home Portal Username and click the Send Password Reset E-mail button.
   
   

    

3. If the provided username or e-mail address exists in the system, you will receive an e-mail with a password reset link valid for one hour.

4. Open the e-mail and click on the I want to reset my XTRF password link
   
   

    

5. Provide your new password and click the Change Password button.
   
   

    

6. You will be directed to the sign-in page. Provide your username and the newly created password to sign in to the Home Portal.