Overview
Users were unable to log in to their installations at "your_instance_url_1" and "your_instance_url_2". The issue was due to accounts being set to inactive because the organization's end date was incorrectly set to March 31. This was resolved by extending the end date to December 31, 2025, reactivating the accounts.
Information
Issue: Users unable to log in to installations
Cause: Accounts were set to inactive due to the organization's end date being set to March 31.
Resolution Steps:
-
Verify Account Status:
- Check if user accounts are set to inactive (update the login expiry date, even if the box is checked to not use it)
- Confirm if the organization's end date is set incorrectly.
-
Extend Organization's End Date:
- Navigate to the organization's settings in your admin panel.
- Update the end date to December 31, 2025, or another appropriate date.
- Save the changes to reactivate the accounts.
-
Verify Resolution:
- Attempt to log in with affected accounts.
- Confirm that users can access the installations without issues.
Note: If the issue persists, ensure that the end date is correctly updated and that there are no other restrictions on the accounts.
Frequently Asked Questions
- How do I know if this issue applies to my situation?
- If users are unable to log in and accounts are set to inactive, check the organization's end date in the system settings.
- What should I do if the issue persists after updating the end date?
- Verify that the end date is correctly updated and that there are no other restrictions or errors affecting account status. Contact support if the problem continues.
- Can I set a different end date for the organization?
- Yes, you can set an end date that aligns with the organization's contract or operational requirements. Ensure it is updated in the system settings.
Priyanka Bhotika
Comments