Introduction

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

Issue description & Solution

Incorrect login details - wrong URL

Solution: Please, 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 enter when logging in: https://www.xtm-cloud.com (click here for help).

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

Incorrect login details - wrong Company name

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

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

Solution: Please, check if your company name is inputted correctly. If in doubt, please, check your very first email from XTM which should contain the proper information or contact your XTM project managers for help.

Incorrect login details - wrong Username

Solution: Please, check if your username is inputted correctly. If in doubt, please, check your very first email from XTM which should contain the proper information or contact your XTM project managers for help.

Incorrect login details - wrong Password

Solution: Please, check if your password is inputted correctly by checking its spelling, size of letters and order of special characters. Furthermore, make sure 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 - Forgotten your password?

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

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

Pop-ups blocker prevents XTM from opening

XTM by design opens in a pop-up window.

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

Application issues

In rare cases, our application might be prone to malfunctioning.

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

• Clear your browser's cache (please, click here for help);

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

• Try accessing XTM in the private (incognito) mode (please, click here for help);

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

• If you are connected wireless, check if connecting your Internet via cable helps or reset your router;

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

If the above steps fail, please, open your browser's developer tools (please, click here for help), navigate to the Console section, take a screenshot and raise a proper ticket to the XTM Support team for further investigation.

Deactivated user account

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

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

Locked account - Company issue

Most of the complimentary subscriptions to XTM has a defined inactivity time. If, for example, your company is using the Subcontracting license type, then 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 platform.

Solution: If you happen to have such account blocked for good, please, create a proper ticket to the XTM 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: login attempts, expiration, computer activation

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

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

1. Allowed log on attempts → it determines how many failed login attempts are allowed for users. If set to 0, no such restriction is in effect.

2. Disable account after non-use (days) → it determines how long (in days) your account can remain active after the last login.

3. Computer activation level → it determines which users are subject to computer activation protocol. If enabled, each user attempting to log in from another browser, cleared browser or another computer will receive an activation email in order to activate a new browser or a device.