Hi Team,
This article is intended to help troubleshoot steps for Login issue for Leadsquared application.
1. If the user has reached out stating, he/she is unable to login into LSQ web application?
=> Firstly we can check whether the user email address has a valid LSQ account associated to it? You can use who lead root URL to check the same (http://who.leadroot.com/CustomerDetails.svc/Get?user=)
The above would give you result if any of the account is associated with the mentioned email address.
If the account exists you can ask for the screenshot of what is the error the user is facing.
If the account doesn’t exists with the provided email address, you can ask the user to check with the Admin of the account for creation of new user login OR loop in CSM/KAM to assist further on user creation based upon the user license.
1.a – If the error states in-correct credential
=> You can ask the user to reset the password by asking him to follow the steps provided in the help article ( https://help.leadsquared.com/what-to-do-if-you-forgot-password/) OR you can send the user reset password link if they are having some challenges to do so.
1.b – If the provided screenshot is having distorted UI.
This issue is related to the browser where some CSS/Javascript is blocked by the firewall. Ask the user to reach out to their IT team to assist further.
1.c – If the provided error states the user is locked out of the Leadsquared account with below error screenshot.
=> Mostly this is linked to the incorrect OTP entered, thus would request the user to wait for 30minutes and later he would be able to login
1.d If the error screenshot provided is below:
=> In this case please verify the user Type for this particular user.
If your User Type is Mobile, you can only access the mobile app and not the web app.
If your User Type is Marvin, you can only access the Marvin app.
If your User Type is Regular, you can access all apps (Platform, Mobile, and Marvin).
1.e If the tenant is using ADFS for login and if facing the below error:
=> For this issue, firstly the issue is related to Active Directory side where the issue maybe related to certificate mismatch or priority level of the certificate.
1.f If the user has reached out when setting the password they are facing issue, it might be related to weak password.
=> We can ask the user to set up a strong password as per the password policy at our end (https://help.leadsquared.com/what-to-do-if-you-forgot-password/)
