“The entered user name is incorrect, or the account is locked or suspended, or access restricted.” error is displayed.

For security reasons, the error messages are the same for any of the following situations.

1. You have entered a wrong username.
   Please make sure that your username contains only a half-width alphanumeric characters. In addition, please note that username is NOT case sensitive.
   
   

2. You have entered the wrong password.
   Please make sure that caps lock / num lock is off on your keyboard. If you forgot your password, please reset the password on the CloudGate UNO Administrator Site.
   
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   How to reset password:
   
   CloudGate UNO Administrator Site > Users > click User ID
   Enter the new password in “Password” and save the settings.
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3. The account does not exist in CloudGate.
   Please make sure the user exists when you search for the user ID in “CloudGate UNO Administrator Site > Users”.
   
   Even if the user exists in Google, the user will not be able to login through SSO if the account has not been created in CloudGate.
   
   

4. The account is locked.
   Please search for the user in “CloudGate UNO Administrator Site > Users”, and see if status has a lock mark displayed.
   
   

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   How to unlock the user:

   1) Find the user in “CloudGate UNO Administrator Site > Users”
   2) Select the user by ticking the checkbox beside the User ID.
   3) Click “Other” on top / bottom of the user list, and select “Unlock account”.
   4) In the user list (“CloudGate UNO Administrator Site > Users”), make sure that the lock mark has disappeared.

   OR

   1) Find the user in “CloudGate UNO Administrator Site > Users”, and click the User ID.
   2) Click “Unlock” in the top left of the screen.
   3) Make sure that the message “The user was successfully unlocked” appears.

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   Please search for the user in “CloudGate UNO Administrator Site > Users”, and see if status has a suspended mark displayed.

    

5. The account is suspended.
   Please search for the user in “CloudGate UNO Administrator Site > Users”, and see if status has a suspended mark displayed.
   
   

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   How to unsuspend the user:

   1) Find the user in “CloudGate UNO Administrator Site > Users”
   2) Check the checkbox in front of the User ID.
   3) Click “Other” on top / bottom of the user list, and select “Unsuspend user”.
   4) In the user list (“CloudGate UNO Administrator Site > Users”), make sure that the suspended mark has disappeared.

   OR

   1) Find the user in “CloudGate UNO Administrator Site > Users”, and click the User ID.
   2) Click “Unsuspend” in the top left of the screen.
   3) Make sure that the message “The user was successfully unsuspended” appears.

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6. The access is restricted.
   Please make sure that the user meets all criteria in the applicable Security profile.

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   How to check the Security profile rules applied to the user:

   CloudGate UNO Administrator Site > Users > click User ID
   Scroll down to “Security Settings” and click “Preview” in the Security profile row.

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   You can also look into the Access History of the user to check the reason for the access failure.

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   How to check the Access History:

   CloudGate UNO Administrator Site > Users > click User ID > Access History

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