Introduction

There are multiple reasons for a user not being able unable to log in. Below are the most common problems clients put forward report in tickets with regard to the concerning logging into the XTM Cloud platform.

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Issue description & Solution

Incorrect login details

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– wrong URL

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Solution: Please, verify Verify if the URL you are trying to reach is correct. If you are trying to reach the XTM Cloud server, this is the URL you ought to should enter when logging in: https://www.xtm-cloud.com (click here see How to find basic contact details (URL, company name, project name) for help).

If in doubt, please, check your very the first email you ever received from XTM International, which should contain the proper necessary information, or contact your XTM International project managers for help.

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Incorrect login details

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– wrong Company name

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The most common mistake in such a situation is entering the Company name in an incorrect format. What is meant by “incorrect format” isAn "incorrect format" is, for instance, inserting entering the Company name with a lower-case letter while the correct name starts with an upper-case one.

For example, the inserted entered Company name is testCompany whereas the real correct one is spelled TestCompany.

Solution: Please, check Check if your company name is inputted has been entered correctly. If in doubt, please, check your very the first email you ever received from XTM International, which should contain the proper necessary information, or contact your XTM International project managers for help.

Incorrect login details

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– wrong Username

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Solution: Please, check Check if your username is inputted has been entered correctly. If in doubt, please, check your very the first email you ever received from XTM International, which should contain the proper necessary information, or contact your XTM International project managers for help.

Incorrect login details

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– wrong Password

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Solution: Please, check Check if your password is inputted has been entered correctly by checking its spelling, size of letters and order whether letters are capitals or lowercase and the sequence of special characters. Furthermore, make sure Also ensure that no white spaces exist, after, in the middle or before the password.

If none of the above is applicable, please, use the password restoration method - . Select Forgotten your password?

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After clicking you click this link and filling fill out the necessary details, you should receive an email with a password reset link. In case If you cannot find the said that email, please, wait a few minutes and then check again. Some mailing providers also mark emails from XTM Cloud as spam , therefore so you should also check the Spam folder should be also checked up.

As a last resort, please, reach out to contact your XTM Cloud project managers in order to have your password reset.

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The popups blocker prevents XTM Cloud from opening

By design, XTM by design Cloud opens in a pop-up window.

Solution: Please, be sure to enable pop-ups Ensure that you enable popups for your current browser in order to access the system. You can find a short tutorial for about enabling pop-ups popups in Chrome right here: Block or allow pop-ups in Chrome.

Application issues

In rare cases, our application might be prone to malfunctioningnot function correctly.

Solution: First of all, please, perform basic check-up actions checks on your device as well as and on the Internet browser:

• Clear your browser's cache (please, click here see Clear your web browser's cache, cookies, and history for help);,

• Try another browser to see if the issue also persists there;,

• Try accessing XTM Cloud in the private (incognitoIncognito) mode (please, click here see How to turn on Incognito Mode for help);,

• Try running your browser without plugins and/or extensions;,

• If you are connected using a wireless connection, check if connecting your Internet via to the Internet using a network cable helps or reset your router;,

• Check your proxy or and firewall settings (please, click here for help).

If the above steps fail, please, these steps do not resolve the problem, open your browser's developer tools (please, click here see How to use browser's developer tools (Dev Tools) for help), navigate go to the Console section, take a screenshot and raise create a proper suitable ticket to for the XTM International Support team for , requesting further investigation.

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Deactivated user account

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The message above message indicates that your user account has been deactivated in XTM Cloud by your project manager, for whatever some reason.

Solution: If you believe this is a mistake, please, do not hesitate to contact your XTM Cloud project managers to address this issue and ask for re-activation of the account.

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the account to be reactivated.

Lack of Contractor’s available licenses for LSP’s linguists

In the case of subcontracted-only accounts, the root cause of the problem with logging into the XTM Cloud platform might be that the Contractor has reserved most of his licenses for internal use, which leaves less available licenses for LSPs. In other words, Licenses shared amongst LSPs might have simply run out, causing problems on your side.

If you are an LSP, to prevent this for happening in the future, your Contractor would have to access Configuration → Settings → System → Licenses → Licenses, and change the value of the licenses allocated to internal users to a smaller number than there is currently.

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Locked account – Company issue

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Most of the complimentary subscriptions to XTM has have a defined inactivity time. If, for example, your company is using the Subcontracting license type, then an account of that type will be deleted after six months of inactivity such an account will be deleted. In such cases, every user associated with this account will be unable to enter the XTM Cloud platform.

Solution: If you happen to have such account blocked for good, please, create a proper ticket to the XTM an account of this type and it is permanently blocked, create a suitable ticket for the XTM International Support team and provide all the necessary details. In most cases, you would just need to create a brand-new account.

Locked user account – security: account inactivity

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The message shown above indicates that your account has been locked due to your inactivity for a certain period of time.

Solution: The feature that determines this time frame is configurable in the global settings of a particular XTM Cloud instance (administrative privileges required!), in Configuration → Settings → Security → Authentication → Disable account after non-use (days).

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Therefore, there is no other option for you to log in than just to contact your project manager or administrator to unblock your account directly in the XTM Cloud UI.

Locked user account – security: login attempts

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, computer activation level

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After a few failed login attempts, the user’s account might be blocked. This is because XTM Cloud offers quite a vast variety of account protection measures.

Solution: In accordance with your company’s company's policy, your XTM Cloud administrators can set up various methods types of account protection in Configuration → Settings → Security → Authentication and Computer activation.

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1. Allowed log on attempts → it determines It specifies how many times users can make failed login attempts are allowed for users. If set to to 0, no such restriction is in effect.Disable account after non-use (days) → it determines how long (in days) your account can remain active after the last login;

2. Computer activation level →

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2. It specifies which users are subject to the computer activation protocol. If enabled, each user attempting to log in from another browser, cleared browser or another computer will receive an activation email

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2. to activate a new browser or a device.

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