How can I resolve issues with locked or inaccessible accounts in Atlas?
Account access issues, such as locked or inaccessible accounts, can disrupt your workflow. This guide provides steps to resolve both permanent and temporary account lock scenarios in Atlas.
Overview of Account Lock Issues
Account locks can occur for various reasons, including security measures or incorrect login attempts. These locks may be temporary or permanent, requiring different approaches to resolve.
Resolving Permanent Account Locks
If you suspect an account is locked but support indicates it is already active, follow these steps:
Verify Account Status: Confirm with support that the account is active.
Add the User as an Existing User: Instead of creating a new account, use the "Existing User" option and input the user’s email address. This avoids issues caused by attempting to register a duplicate account for an already active user.
Resolving Temporary Account Locks
If an employee encounters a temporarily locked message or cannot log in, try the following:
Open a Private Browsing Session: - For Chrome: Open an Incognito Window. - For Edge: Open an InPrivate Window.
Manually Enter the Atlas URL: In the private browsing session, type the Citation (Atlas) URL directly into the address bar and attempt to sign in.
Using a private browsing session clears cached sessions and cookies that may block access.
General Troubleshooting Tips
Always verify the account status with support before attempting any changes.
Use private browsing to bypass cached data that might interfere with login attempts.
Avoid creating duplicate accounts for users who are already active.
By following these steps, you can effectively resolve most account lock issues in Atlas