Difference between revisions of "Troubleshooting Online CEF Issues"
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| − | + | If that is not the issue, go through each step of the process to [[Granting a User Access to Online CEF|grant web access]] and verify that each step has been completed. | |
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| + | =='''Client Cannot Log In'''== | ||
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| + | If the client has received their activation code and entered, but still cannot log in successfully, check their web account and verify that it is active. | ||
Revision as of 18:32, 1 May 2012
This document addresses some of the most commonly reported issues with the Online CEF product, and how you can resolve.
Can't Create a Web Account
If your client is reporting that they are unable to create a web user account, verify the following:
- Does the User ID meet your organization's requirements, established in the Web Settings screen
- Does the user ID differ from the email address? The system will not allow a user ID that matches the client's email address. (For example, you cannot have a user ID of John.Doe if your email address is johndoe@gmail.com)
Client Can't See Account Information
If your client was able to successfully create a web account, but does not see account information when they log in, the most likely cause is that their Web ID is not linked to their Constituent record in the NA Web Access. Verify that the web ID is present on their NA Web Access account
If that is not the issue, go through each step of the process to grant web access and verify that each step has been completed.
Client Cannot Log In
If the client has received their activation code and entered, but still cannot log in successfully, check their web account and verify that it is active.
