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Introduction
There are multiple reasons for a user being unable to log in. Below are the most common problems clients report in tickets concerning logging into the XTM Cloud platform.
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Issue description & Solution
License Selection Page
Users encounter the Select license page upon logging in.
Solution: This page is standard for subcontracted accounts. Users must select the appropriate license for their tasks. Ensure that the correct license is chosen based on the work being performed.
Incorrect login details – wrong URL
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Solution: 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 should enter when logging in: https://www.xtm-cloud.com (see How to find basic contact details (URL, company name, project name) for help).
If in doubt, check the first email you ever received from XTM International, which should contain the necessary information, or contact your XTM International project managers for help.
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If these steps do not resolve the problem, open your browser's developer tools (see How to use browser's developer tools (Dev Tools) for help), go to the Console section, take a screenshot and create a suitable ticket for the XTM International Support team, requesting further investigation.
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Solution: If you believe this is a mistake, do not hesitate to contact your XTM Cloud project managers to address this issue and ask for 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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Computer activation level → 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 to activate a new browser or a device.
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Another user has logged into your account
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The message above indicates that another user has logged into your XTM Cloud account.
Solution: It might be the case that you are currently logged in on another web browser or on a separate device. Keep in mind that you cannot be logged in at the same time on two (or more) different web browsers/devices. Make sure to address this issue.