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.

Issue description & Solution

Incorrect login details – wrong URL

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.

Incorrect login details – wrong Company name

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.

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

Solution: Check if your company name 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 Username

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

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.

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

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

As a last resort, contact your XTM Cloud project managers to have your password reset.

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.

Solution: First perform basic checks on your device and on the Internet browser:

• Clear your browser's cache (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 private (Incognito) mode (see How to turn on Incognito Mode for help),

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

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

• Check your proxy and firewall settings.

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.

Deactivated user account

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.

Locked account – Company issue

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

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).

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, computer activation level

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.

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

1. 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;

2. 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.