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Log-on Troubleshooting for Site Administrators

Admin steps for fixing Encompass login problems: send user invites, set a temporary password for users without email or phone, and find logon failure reasons. Needs Employee Edit and Password Reset permissions.

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Written by Bailey Naas-Thornton

Minimum Version Required: 22.06

Pre-Conditions

  • Must be an existing Encompass User
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  • Must have the 'Everyone' and 'Employee Edit: Edit Employee Records' Permissions
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  • To set a temporary password for another user, the User's email and phone fields must be empty and the logged in user (person setting the temporary password must have the 'Password Reset: Allows user to set Passwords for other Users' permission

Steps

How to Send User Invitations

  1. Using Universal Search, navigate to the Users Table and find the user.
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  2. Click the Arrow icon to view the user record and select Send User Invite
    ​NOTE: Confirm the Email address or Phone Number for the user to ensure an invitation can be sent using the preferred method
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  3. From the Invite Existing Users page, select a delivery method to receive the invitation: Email or Mobile (text message)
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  4. After the user is invited they will receive a message to Reset their Password
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    ​    NOTE: Password expires after 1 year they are set
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How to set a Temporary Password when a User has no Contact Info

  1. Using Universal Search, navigate to the Users Table and locate the user
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  2. Click the arrow icon to view the user record
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  3. Confirm that the Email and Phone fields are empty
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  4. Using Universal Search, navigate to the Set Password dashboard
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  5. Enter the User's User Name into the search field
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  6. Manually enter a password to the New Password field then click Set Password
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  7. The temporary set password is valid for 24 hours, once the user signs in they will be prompted to select a new personal and permanent password

How to Identify a Logon Failure Reason
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  1. On the users profile scroll to view the Logon Failure Count field
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  2. If the login failure count does not increase after a login attempt, the username or email is incorrect
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  3. Click the number to access the Authentication record and click Audit
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  4. In the 'Edit Memo' column, look for a reason for the logon failure. After 6 failed login attempts in a row, the user will be prompted to create a new password
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Fields And Definitions

  • Password Expiration Date: Set to 1 year out from the date the password was last reset. Not currently configurable.
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  • Primary Encompass ID: Signifies which Encompass system an Authentication record belongs to. Active/Inactive status on the user for this Authentication on that system is the master control for if the Authentication will work on other systems.

Best Practices

  • Check on the username or email, the user might be using an incorrect username or email to log in
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  • Manually type in your credentials instead of using the auto-full option when logging in
    This is to make sure that you are using an updated password in case you have recently changed it
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  • Repeated auto sync login failures indicate that a user is logged into the Encompass mobile application with the wrong password, log out and log back in on all devices if a password change has occurred

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