Minimum Version Required: 23.03
Pre-Conditions
When Logging into Encompass Support, your Username should be your email and your password would be the same on all Encompass Sites.
Steps
How to Troubleshoot Login Issues for Encompass Users
User Received an 'Invalid Username/Email or password' Notification
If the user entered the correct username but an incorrect password, a failed login attempt will be recorded on their record in the Users Table in the Logon Failure Count field
If the User entered an incorrect Username, the Logon Failure Count field shows '0'
-If the User entered an incorrect Password, the Logon Failure Count field shows a number greater than 0
To see the Logon Failure Count memo, click the Number to access the Authentications record
Click the Audit button and look for the Edit Memo
If the Edit Memo is set to AutoSync, it is possible that the user is auto-filling the wrong passwords on Encompass mobile/PC
NOTE: The device logging in is in this memo such as a PC, iOS device, or Android device.
User received a 'Login attempts exceeded the limit for this user' Notification
When the maximum number of login attempts on either server is reached, the account will be locked out. This will require the user to reset their password in order to log in to Encompass
Mobile app/desktop login = 10 attempts
User received a 'User is not allowed to login' Notification
The EveryonePermission has to be granted on the role or user permissions in order to log in, contact a manager or admin from your company to add these permissions, if needed
Fields And Definitions
Best Practices
When using the Encompass Mobile App on a handheld device this is requiring frequent password resets. It's possible that your device is automatically syncing using autofill using old credentials.
Possible Fix:
Clear Encompass Mobile Cache and Data by going to your device's settings
Encompass Mobile App should be uninstalled and reinstalled