OVERVIEW

This document describes the steps that should be taken if a user is unable to access DigTix. If all of the steps below have been completed and the user still cannot gain access to DigTix, please contact your DigTix support personnel.

TROUBLESHOOTING STEPS

1. Ensure the user is accessing DigTix from a supported browser: Google Chrome, Mozilla Firefox, or Apple Safari. NOTE: Microsoft Internet and Explorer and Microsoft Edge browsers are not supported.
2. Ensure the user is logging into the correct environment by checking their login URL. The login URL hostname should match your company’s specific login page e.g. “acme.digtix.com”.
3. Ensure the user exists within the system, is “Active”, and is configured correctly.
   1. Ask the user what their username is.
   2. Login to DigTix with an administrative account.
   3. Navigate to the “Users” section of the “Administration” page (see Figure A below).
   4. Verify that the username exists in the list of users. NOTE: Usernames and passwords are case sensitive.
      1. If the username does not appear in the list, ensure the user is not “inactive” by toggling the “Show Inactive” button towards the top right corner of the user list.
         1. If the user appears as inactive, they must be re-activated to access DigTix. Open the user’s profile by double clicking on the appropriate entry in the user list. On the user’s profile, check the “Active” checkbox field and click the “Submit” button.
   5. Verify that the user’s email address is correct.
      1. If the email is incorrect, update the email address and click the “Submit” button.
   6. Verify that the user has the appropriate “Permission Groups” granted to them.
      1. If the user’s permission groups are not correct, check or uncheck the appropriate permission groups and click the “Submit” button.
   7. Ensure the user is “Enabled”. Users become disabled after five consecutive failed login attempts. This is a security feature to prevent brute force password guessing.
      1. If the “Enabled” checkbox is not checked, check it and click the “Submit” button.
4. If the user is unsure of their password, instruct them to click on the “Forgot your password?” link on the login page and follow the instructions presented.
   1. The password recovery process requires the user submit their username. The DigTix system will send an email with a temporary password to that user. Upon logging in with this temporary password, the user will be required to change their password.
      1. If the user’s email address is incorrect, they will not receive the temporary password email. See step 3e above for instructions on how to update a user’s email address.
      2. Depending upon your organization’s IT email filters, the DigTix password recovery email may get flagged as spam or junk. Ensure the user checks their spam / junk folders if the email is not delivered to their inbox.

Figure 1: User Administration Page