Problem: Too many users are logged in
When I try to sign in, I get the following message:
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Too many users logged in. Your license is for a maximum of [n] concurrent users. Currently logged in are [list of users]. |
Cause
The number of currently used licenses equals the number of available licenses. Licenses can be used by:
logged-in users
logged-out users with allocated licenses.
Solution 1: Buy additional licenses
To do so, please contact your Regional Growth Manager or the Implementation team.
| Info |
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To check the number of available licenses, go to the Help menu in the top menu bar → About → License tab → Licence Restrictions section → Concurrent User Limit. |
XTRF Support user is not included in the limit of available licenses
Solution 2: Change the number of users with allocated licenses
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An Allocated License (also known as a named license) is a license assigned to a particular user. This option is available only with Floating Licences feature enabled. |
To change the number of users with allocated licenses, please contact our Help Desk.
| Info |
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To check the list of users with allocated licenses, go to the |
Solution 3: Change the session timeout settings
To do so, go to the 
Configuration menu → General Configuration → Security → Session tab and provide the desired settings.
Problem: The IP address is temporarily blocked
When I try to sign in, I get the following message:
| Warning |
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Your IP address was temporarily blocked due to excessive failed login attempts. Please try again later. |
Cause
Your IP is blocked due to too many incorrect login attempts.
If several users are working from the same IP address, the system blocks all of them.
Solution: Wait for 15 minutes and try to sign in again.
Problem: The limit of possible active users is exceeded
When I try to sign in, I get the following message:
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You cannot sign in because the limit of possible active users is exceeded. Buy more licenses or sign in as an admin or deactivate at least 2 users. |
Cause
There are more active users than available licenses.
| Info |
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Despite this error, the admin user is still able to log in. |
Solution 1: Buy additional licenses to match the number of active users
To do so, please contact your Regional Growth Manager or the Implementation team.
| Info |
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To check the number of available licenses, go to the Help menu in the top menu bar → About → License tab → Licence Restrictions section → Concurrent User Limit. |
XTRF Support user is not included in the limit of available licenses
Solution 2: Set some users to Inactive to match the number of licenses
To do so, perform the following steps:
Sign in to the Home Portal as an admin user.
Go to the
Configuration menu → User Management → Users.Locate the users you want to set as Inactive.
Open the selected user’s profile.
Go to the General Info tab.
Click the Edit button at the bottom of the page.
Uncheck the Active box.
Click the Save or Save and Exit button.
Repeat for other users.
Solution 3: Buy the Floating License feature to share one license between several users
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A Floating License is an additional paid feature that allows users to share one license. With this feature enabled, you can have more active users than actual licenses. |
To buy this feature, please contact your Regional Growth Manager or the Implementation team.
Solution 4: Force sign-out users
To do so, perform the following steps:
Sign in to the Home Portal as an admin user.
Go to the
Configuration menu → System Information → System Monitor.In the Active Session section, locate the users you want to sign out and click the Sign Out button in the last column.
Problem: The username or password is incorrect
When I try to sign in, I get the following message:
| Warning |
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The entered username or password is invalid. |
Possible causes
You have entered an e-mail instead of a username.
You provided the wrong password.
Solution 1: Check if the provided username is correct
Solution 2: Reset the password
Option 1: Ask your admin to reset your password
Admin users can quickly change user passwords in user profiles.
To do so, an admin user has to perform the following steps:
Go to the
Configuration menu → User Management → Users.Open a selected user profile in edit mode.
Click the Change button under the Password section.
Provide and confirm the new password in the Change Password pop-up.
Click the Apply button.
Click the Save or Save and Exit button.
Option 2: Use the I forgot my password link
| Info |
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This option requires an active E-mail/SMS to User: When user requests resetting their password notification. To learn how to activate a notification, see the Templates - Notifications - Events tab https://help.xtm.cloud/xtrf/home-portal/configuration-menu/en/events-tab.html article. |
On the sign-in page, click the I forgot my password link.
Enter your E-mail address orHome Portal Username and click the Send Password Reset E-mail button.
If the provided username or e-mail address exists in the system, you will receive an e-mail with a password reset link valid for one hour.
Open the e-mail and click on the I want to reset my XTRF password link
Provide your new password and click the Change Password button.
You will be directed to the sign-in page. Provide your username and the newly created password to sign in to the Home Portal.
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