A user is unable to log in. How can I help?

If a user is unable to log in, it is important to find out what the issue actually is. You should therefore always try to get a screenshot of the error situation from them so that you have a clear picture. The first step, which you can check yourself, is whether they are a Forms, SURF or Identity user. You can check that in the user’s detailed information in OnStage (in the Staff screen for employees, the Students screen for students and the Organizations -> Contact details screen for contacts at organizations).

Forms user

If a user is logging in through Forms, the reason why they cannot log in is one of the following:

1. The user is not using the correct URL for logging in. (This can be checked on the screenshot)
2. The user is using an incorrect password or username. (You can check the username in the application and the password can be reset by the user themselves or you can reset it for them)
3. The user is no longer active or blocked (this can be checked in the user details)

SURF user

If a user is logging in through SURF, the reason why they cannot log in is one of the following:

1. The user is not using the correct URL for logging in. (This can be checked on the screenshot)
2. The user is using an incorrect password or username. (You can check the username in the application and the password can be reset by the user themselves through SURF)
3. The user is not authorized. (This is always caused by the SURF ID not being known in OnStage: check that the correct SURF ID is being used for logging in and that the user is defined as ‘active’ in OnStage)
4. The user is no longer active or has been blocked. (This can be checked in the user details)

Identity user

If a user is logging in through Identity, the reason why they cannot log in is one of the following:

1. The user is not using the correct URL for logging in. (This can be checked on the screenshot)
2. The user is using an incorrect password or username. (You can check the username in the application and the password can be reset by the user themselves or you can reset it for them)
3. The user is logging in using an Identity type that is not linked. (You can see from the user data what Identity types are already linked)
4. The user is no longer active or has been blocked. (This can be checked in the user details)

If you still cannot find a solution through these checks, you can always ask the Service Desk for help with troubleshooting and analysis. So make sure you send the user’s screenshot along with the notification for speedy processing.