This article explains why a single user might fail to connect to the system. If all users are unable to access the platform, please contact support immediately.
There are several reasons why a user might be unable to log in. This article will review the methods for handling different cases.
1. User Status is Blocked:
This status can be automatically updated by one of the system administrators using the "Import Users" process, which involves uploading CSV files to the SFTP.
Please note that it’s not recommended to manually manage users while an automated user import process is running.
2. Mismatch Between Information on Qmarkets Servers and the Company's IDP:
This means that the unique identifier with which the user authenticates in the system does not match what is configured on the Qmarkets servers.
User identification can be done using either the username or email, and the method of identification was predefined during the system setup.
Typically, the following error message is shown:
To confirm if this is the issue, the user should click the test link:
After clicking the link, a message will appear displaying the identification method the user is attempting to use for login.
The result should then be checked to verify if the user is correctly defined in the system. The "NameID" field shows the unique identifier used for authentication. You’ll need to check that the username in the user’s profile matches the identifier shown in the link.
If the information from the link does not match what is defined in the profile, the CSV files uploaded to the system should be updated so that the unique identifier aligns with the name saved in the system.
3. The User Is Not Part of a Group With Access:
This occurs when the user is not in the group that has access to the system.
The error message they will encounter is as follows:
To resolve this, simply ask the customer to add the user to the group with access.