Minimum Version Required: 22.01
Pre-Conditions
Access to user administration settings within the Encompass system.
Steps
Verify User Reactivation:
Check User Status: First and foremost, verify that the user's account is indeed marked as "active" in the system. Navigate to the user administration section and confirm the user's current status.
If the user is still marked as inactive, reactivate the account again, ensuring all required fields are correctly filled.
If the user was reactivated, verify that the reactivation was saved.
General User Troubleshooting:
Password Reset: Have the user attempt to reset their password. There may be a password issue.
Browser/Cache: Have the user clear their browser cache and cookies or try a different browser.
System Outage: Confirm there are no system wide outages.
Identify Email Addresses:
The email address they are using should be tied to the user record they are trying to log in to. We would also recommend checking the authentication record on their user record to ensure the primary encompass ID is set correctly.
Gather Information:
Obtain the user's username or Encompass ID.
If possible, gather a screenshot of the error message the user is receiving.
Investigate Email Address Usage:
Determine where else the user's email address is being used within the Encompass system.
This may involve searching for other user records, customer records, or any other entities that might be linked to the email address.
Resolve Email Address Conflicts:
This is the most critical step, and the exact approach may vary depending on how the email address is being used. Here are some potential strategies:
Option 1 (Ideal, but may not be feasible):
The best practice is to assign unique email addresses to each user.
If possible, update the conflicting records to use a different email address. This will allow the reactivated user's Primary Encompass ID to update correctly.
Option 2 (If email address cannot be changed):
This option is more complex and should be approached with caution.
It may involve temporarily manipulating the email address associated with the reactivated user to force an update of the Primary Encompass ID.
Caution: This option should only be performed by personnel with a strong understanding of the Encompass system’s user management and authentication processes.
Test User Login:
After resolving the email address conflicts, have the user attempt to log in.
Verify that the user is able to access the system without the "inactive user" error message.
Fields And Definitions
Primary Encompass ID: A unique identifier associated with a user account within the Encompass system.
User Record: The database record containing user information, including email address, status (active/inactive), and Encompass IDs.
Authentication: The process of verifying a user's identity to grant access to the system.
Best Practices
Unique Email Addresses:
Enforce a policy of using unique email addresses for each user account. This prevents conflicts and simplifies user management.
User Management Procedures:
Establish clear procedures for user management, including:
Account creation
Account reactivation
Account deactivation
Email address changes
Setting the users password
If you are unable to resolve the issues and the user cannot log in, you can remove their email address and phone number on the user record to set the password for them.
Error Message Collection:
When reporting user login issues, always collect the exact error message the user is receiving. This information is crucial for troubleshooting.
System Testing:
After making any changes to user accounts or authentication settings, thoroughly test the login process to ensure that users are able to access the system correctly.
Support Contact:
If you are unable to resolve the issue, contact Encompass support for assistance. They can provide specific guidance based on your system configuration.