For security reasons, the error messages are the same for any of the following situations.
- 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.
- 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.
---------- - 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.
- 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.----------
Please search for the user in “CloudGate UNO Administrator Site > Users”, and see if status has a suspended mark displayed.
- 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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The access is restricted.
Please make sure that the user meets all criteria in the applicable Security profile.----------
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.----------
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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