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Troubleshooting for relative logging in issues


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#1 Rebecca_H

Rebecca_H

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Posted 23 February 2017 - 04:33 PM

Logging in issues

If a relative reports that they are experiencing difficulty logging in, then there are various procedures that can be followed to identify and rectify the issue.

Detailed here in this tutorial is support for issues regarding -

1. Inactive relative account
2. Checking registered email
3. Not received activation link/activation link has expired
4. Relative transferred to new Tapestry account
5. Password reset email
6. Manually reset password

7. Relative is unsubscribed

 

1. The relative is inactive.

If the relative's account is inactive, they will not be able to login and view their child's learning journal. This tutorial here will guide you through recognising that a relative account is inactive, and how to reactivate them.

Please note that the 'activation link' you may have sent them when setting them up is actually only for them to set and password and PIN. For them to use that they will already need to be in your list of active relatives. 

 

2. Check the registered email for the relative account

To check the relative’s registered email, please go to the control panel (1) – manage relatives (2) and click on the relative (3).

manage%20relatives.png

 

You can view their registered email as indicated by (1) – if this is incorrect then you can edit it by clicking on (2).

relative%20overview.png

You’ll then be able to edit the email registered (1) and the save this (2).

edit%20relative.png

 

If the account is not activated or had previously been activating, then you'll be able to send a new activation email to this newly updated email address . Number 2 of this tutorial will guide you through resending an activation email.

 

3.  Not received activation link/ Activation link expired

If the relative is unable to find the activation email/ has deleted it or the link has expired, you will be able to send another activation email. Number 2 of this tutorial will guide you through resending an activation email. 

 

4. Relative transferred to new Tapestry account

If a relative is included in a child transfer from one Tapestry account to another Tapestry account, the relative on the receiving setting’s Tapestry will arrive in a not activated state. This means that the relative will require activation on this Tapestry account in order for them to be able to login. This tutorial here will guide you through managing your received relatives after a child transfer.

 

5. Reset the password.

This can be done individually or in bulk if more than 1 relative require their passwords to be reset.

Whether you are resetting the password of a single relative or multiple relatives, they will only be able to use the password reset link if their account is active.  If they are not active already, then they will need to be made active per this tutorial

To reset the password of 1 relative, please go to the control panel > manage relatives and click on the cog next to the relative, selecting ‘reset password’.

individual%20password%20reset.png

 

You will then be presented with the following page where you can (1) send a password reset email, (2) generate a password reset link or (3) manually reset the password yourself.

With options 2 and 3, you will need to copy and send the generated link/password to the relative.

individual%20password%20reset%20options.

To reset passwords in bulk, please remain in the manage relative section of the control panel. Please tick the boxes of the relatives for whom you need to reset passwords as indicated by (1). A box will appear at the bottom of the page and you will need to select ‘reset password’ (2) before clicking 'Go' (3). 

ticking%20boxes%20for%20bulk%20password%

 

You will then be presented with the following page listing the relatives to have their password reset and a drop down menu as indicated by (1). If you are happy to send all of these relatives password resets, then you can click on 'Send Password Reset Emails' (2).

send%20password%20reset%20emails%20activ

 

This screenshot below displays a list of inactive relatives who require their passwords to be reset.

The menu here now lists: Do Nothing - no password reset email will be sent
Send Email - a password reset email will be sent, but the relative will not be able to use it unless they are made active.
Make active and send email - the relative will be reactivated and sent a password reset email. 

inactive%20relative%20password%20reset.p

It is also worth advising the relatives to check their spam folder for the password reset emails and add moc.lanruojyrtsepat@ylperon to their address book.

The password reset link is only valid for 24 hours and so will need to be used promptly before it expires.
If multiple password resets are sent, only the most recent password reset link will be valid.

 

6. Manually reset the password
If, instead you wish to manually reset the relative's password yourself  or after resetting the relative’s password and the relative is still unable to login, you may manually reset the password yourself.

Please go to the control panel - manage relatives and click on the cog next to the relative for whom you would like the reset the password.

individual%20password%20reset.png

 

You will then be presented with the following display where you'll be able to manually reset the password as indicated by (1), to then be submitted by (2). 

manual%20reset%20password%201%20and%202.

If the relative still experiences trouble with their login details, we would advise you to manually reset the password and then try logging in on behalf of the relative to test whether or not the login details work.

 

7. Relative is unsubscribed

If a relative informs you that they are unable to login and when you consult their account, you can see that they are unsubscribed, this will mean that access to Tapestry is denied, if they had previously been active, or they will not be able to complete activation, if the relative had previously been activating. In order for the relative to access their account, you will need to follow this tutorial on dealing with an unsubscribed user and how you may resubscribe them back to Tapestry.

 

In addition to this tutorial on troubleshooting relatives' logging in troubles, you may also refer to this tutorial which deals with issues relating to the activation process.

 

Best wishes, Rebecca H






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