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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
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).
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IMPORTANT! Standalone clients have their own servers so their URL will be different. |
Incorrect login details – wrong Company name
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The most common mistake in such a situation is entering the Company name in an incorrect format. An "incorrect format" is, for instance, entering the Company name with a lower-case letter while the correct name starts with an upper-case one.
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IMPORTANT! All login credentials fields are case-sensitive! |
Incorrect login details – wrong Username
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Solution: Check if your username is has been entered correctly. 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.
Incorrect login details – wrong Password
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Solution: Check if your password has been entered correctly by checking its spelling, whether letters are capitals or lowercase and the sequence of special characters. Also ensure that no white spaces exist, after, in the middle or before the password.
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IMPORTANT! Our employees are prohibited from making any changes to user accounts and have no access to user login credentials. |
The popups blocker prevents XTM Cloud from opening
By design, XTM Cloud opens in a window.
Solution: Ensure that you enable popups for your current browser to access the system. You can find a short tutorial about enabling popups in Chrome here: Block or allow pop-ups in Chrome.
Application issues
In rare cases, our application might not function correctly.
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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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Deactivated user account
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The message above indicates that your user account has been deactivated in XTM Cloud by your project manager, for some reason.
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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Most of the complimentary subscriptions to XTM 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. In such cases, every user associated with this account will be unable to enter the XTM Cloud platform.
Solution: If you have 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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IMPORTANT! The account disablement feature is designed to function based on the number of full days elapsed since the last account activity + 24H. In the example above, if you have the said option set to 1 day, your account will be blocked after two full days of inactivity! This stems from the difference between the time hard coded on servers, and your local time. |
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 a vast variety of account protection measures.
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Allowed log on attempts → It specifies how many times users can make failed login attempts. If set to 0, no such restriction is in effect;Disable account after non-use (days) → It specifies how long (in days) your account can remain active after the last login;
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IMPORTANT! The password duration feature is designed to function based on the number of full days elapsed since the last password change + 24H. In this context, if you have a password duration set to 1 day and change your password at 3:00 PM, the system will still consider your password valid until 3:00 PM of the next day. This is because less than 48 hours (2 full days) have passed. Therefore, your password will be valid for almost two full days before the system prompts you to change it. This stems from the difference between the time hard coded on servers, and your local time. |
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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