Purpose:
This Standard Operating Procedure (SOP) is designed to guide support personnel in troubleshooting user login issues effectively. It aims to ensure a systematic approach to identify and resolve login problems promptly, minimizing user downtime and ensuring smooth operation of the system.
Assessment:
Upon receiving a User Support ticket reporting a login issue, the support personnel should gather essential information from the user, including:
- Username
- Nature of the problem (e.g., unable to log in, incorrect password, account locked)
- Any error messages encountered, including screenshots
Determine if the issue is isolated to the user or if multiple users are affected.
Troubleshooting:
Check Server Status:
Verify the status of the authentication server to ensure it is operational.
If the server is down, inform the appropriate IT personnel to address the issue.
Verify User Credentials:
Confirm the correctness of the username and password provided by the user.
Check the payroll system for duplicate emails. If there is more than one employee profile in the system assigned to the same email, users will not be able to login to the portal.
The user can reset their password if necessary. The system will provide a temporary password via email to facilitate login.
Check Account Status:
Determine if the user account is active, disabled, or locked out.
If the account is locked, PSII Admin users have the ability to unlock the user’s account by logging into the Administration portal.
Investigate Network Connectivity:
Ensure the user has a stable internet connection.
Check for any network-related issues that may be preventing communication with the authentication server.
Review System Logs:
Examine system logs for any errors or warnings related to the user login process.
Look for patterns or anomalies that may indicate the root cause of the issue.
Common causes for errors:
Incorrect login ID/username is being used to login-
- Ensure the user is using the correct login ID/username based on the information in our system
- Check the spelling for accuracy in our system and the user’s inputted login ID/username
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- Often times a space is copied at the end of the password causing the temporary password to not by recognized by the system when entered
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- Multiple failed attempts can cause the system to lock the user’s account for a specific duration of time
- PSII Admin users have the ability to unlock the user’s account by logging into the Administration portal
Test Alternate Devices or Browsers:
Advise the user to attempt logging in from a different device or web browser to rule out client-specific issues.
The user should also clear their cookies and cache from their browser as this can often times cause login issues.
Resolution and Follow-Up:
Implement the necessary corrective actions based on the findings of the troubleshooting steps.
Communicate the resolution to the user, providing guidance if further action is required on their part.
Follow up with the user to ensure the issue has been resolved satisfactorily and offer assistance with any lingering concerns.
Escalation Procedure:
If the issue persists despite troubleshooting efforts or if it requires specialized expertise, escalate the case to higher-level support such as management or the IT Support department by submitting a ticket.
Document the troubleshooting process taken by higher-level support or the IT Support department, including the steps taken and the resolution, in the support ticket.
Closure:
Close the support ticket once the login issue has been resolved to the user's satisfaction.
Encourage the user to report any future login issues promptly for timely resolution.
Conclusion:
By following this SOP, PSII can provide a structured approach to diagnose and resolve user login issues efficiently, minimizing disruptions to productivity and ensuring a positive user experience.
Resources:
User Support form: User Technical Support Request
IT Support tickets: itsupport@psii.global