How to Troubleshoot Unauthorized Login Error
This article details how to troubleshoot 'Unauthorized' errors on the Documoto Login page. This can occur due to various reasons related to User access and account status. This article provides steps to troubleshoot and resolve common causes of this issue.
For information on how to manage Users, User Groups, and Organization, please refer to this Knowledge Base articles: User Management
Article Topics
Common Causes and Solutions
Invalid Username or Password:
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Cause: Users has entered incorrect login credentials (username and/or password).
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Solutions:
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Verify the username and password are correct. Ensure that caps lock is not enabled and that there are no additional spaces before and after the username/password. Documoto passwords are case sensitive.
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Have User reset their password as needed using the "Forgot Password" link on the login page.
- Reset the password via the Admin Center and provide new password to User. Encourage them to change password upon login.
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User Account Does Not Exist:
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Cause: The username provided does not match any existing user account in Documoto.
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Solution: Double-check the username spelling and ensure it matches the registered account details.
User Account Has Been 'Forgotten' or Disabled:
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Cause: The user account might have been Disabled or 'forgotten' in Documoto.
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Solutions:
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In the Admin Center, go to Users > Search for and select the User. Then, ensure that the User is Enabled toggle is in the on position.
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If the User does not exist in the Admin Center, they may have been 'forgotten'. Forgetting Users deletes all of their associated user information permanently. Therefore, an Administrator would need to create the user again in Documoto.
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User Account Has Expired:
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Cause: Accounts in Documoto may have an expiration date set by the administrator.
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Solution: In the Admin Center, while viewing the User information, re-enable the user and extend the expiration date if it has expired. Alternatively, if the User will never expire, leave the User Expiration Date toggle in the off position.
Tenant Has Been Disabled:
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Cause: The Documoto tenant (organization or company account) may have been disabled. ALL Users would be impacted by this and would not be able to log in to Documoto.
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Solution: The Documoto Administrator should contact their Customer Success Manager or support@documoto.com immediately if they believe their tenant should still be active.
User Is Not Assigned to a User Group or Lacks Access Privileges:
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Cause: Users may not belong to any user groups or may not have sufficient access privileges to view content in Documoto. The User will still be able to access the homepage, but when trying to search for or access content they will receive spinning gears that never lead to content.
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Solution: In the Admin Center, while viewing the User Information, ensure that at least one (1) User Group has been assigned and that the User has been assigned the appropriate Organization.
Additional Troubleshooting Steps
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Clear Browser Cache and Cookies: Sometimes, stored cache or cookies can interfere with login sessions. Clearing these might resolve unexpected login issues.
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Check Network Connectivity: Ensure that the device attempting to log in has a stable internet connection to reach Documoto's servers.
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Verify Documoto Server Status: Occasionally, Documoto services may experience downtime or maintenance periods. Check the status of Documoto status by visiting Documoto Status Page.