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Unable to Log Into the Customer Portal Using the Correct User Name and Password

over 11 years ago | Article no. 2652
0 stars 39 ratings

THIS ARTICLE APPLIES TO:

Knowledgebase version 7.0 and later.

ISSUE DESCRIPTION:

A user is unable to log into the Customer Portal using the correct Username and Password combination, and no error message is received.

ROOT CAUSE:

The User does not have permissions to access the Personalized or Secured Portal.

SOLUTION OR WORK AROUND:

Follow the steps below in order to provide the necessary permissions for the External User to access the Portal:
  1. Log into the KB Admin Control Panel as an Internal User with administrative privileges.
  2. Click on the Portal tab.
  3. Click the External Users link on the left hand navigation.
  4. Select the User who can not log in.
  5. Under "Select the secure portal(s) that this user may access", place check marks against the Portals you want to grant user access to.
  6. Under "Select the personalized portal(s) that this user may access", select the secure portal(s) that this user may access.
  7. Click on the Save button to save the changes.

NOTE: In case you want to have the same settings for the other External Users, you can modify the External Access Profile(s) that these External Users are assigned.

AFFECTED SYSTEMS & USERS:

Users who are attempting to log into a Personalized or Secured Customer Portal.

ADDITIONAL INFORMATION:

ESCALATION PROCEDURE:

If you have trouble performing these steps, or have additional questions, please contact our Support group at 877-373-7848 (option 2) or via email at cimsupport@moxiesoft.com.