2.4 Troubleshooting Login Issues

This section provides solutions to the following types of common login problems:

2.4.1 If You Forget Your Password

If you can’t remember the password, you might be able to use the Forgot Password link for assistance. When you are prompted to log in, this link appears on the page by default. You can use this link if your system administrator has set up an appropriate password policy for you.

  1. When you’re prompted to log in, click the Forgot Password link.

  2. Type your username and click Submit.

    If Identity Manager responds that it can’t find a password policy for you, see your system administrator for assistance.

  3. Answer the challenge questions that display. Identity Manager prompts you to answer the configured questions. When the answer matches with the response that you had saved earlier, you can reset the password. Click Submit. For example:

    Answer the challenge questions to get assistance with your password. Depending on how the system administrator has set up your password policy, you could:

    • Receive an e-mail containing your password about it

    • Be prompted to reset your password

2.4.2 If You Have Trouble Logging In

If you are unable to log in, make sure that you’re using the right username and typing the password correctly (spelling, uppercase or lowercase letters, etc.). If you still have trouble, consult your system administrator. It is helpful if you can provide details about the problem you are having (such as error messages).

2.4.3 If You're Prompted for Additional Information

You might be prompted for other kinds of information as soon as you log in. It all depends on how the system administrator has set up your password policy (if any). For example:

  • If this is your first login, you are prompted to define your challenge questions and responses

  • If your password has expired, you are prompted to reset it