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Infortel Login Troubleshooting Guide

Use this troubleshooting guide to solve common problems related to logging in.

 

Invalid Credentials When Logging In With a Customer ID #


Issue: An error message indicating that the username and password combination is invalid.

Resolution: Ensure you are typing the correct username and password combination. If you are still unable to login, please open a support case to get further assistance.

 

Invalid Credentials When Logging In With No Customer ID #


Issue: An error message indicating that the username and password combination is invalid.

Resolution: Ensure you are typing the correct username and password combination. Contact your Infortel System Administrator for a password reset if issues persist.  If you do not know who your System Administrator is, please open a support case.

 

Unable to Login Using an Email Address #

Issue: An error message indicating that the user cannot be found will be displayed.

Description: Customers who use the URL https://cloud.isi-info.com to login to Infortel, may experience issues when logging into the new web application.  The root cause is due to a difference in authentication models.  The legacy authentication model requires a user to enter their Customer ID combined with a username and password.  Even if the username is formatted like an email address you will be unable to login using the initial screen if the legacy authentication model is being used.

Resolution: Use a Customer ID to login.

Click the “I Have a Customer ID” button:

On the next screen, enter the Customer ID, Username, and Password normally used.

Additional Information #

If you are interested in converting to our new authentication model which allows you to manage your own users, offers higher security, and Single Sign On capabilities (additional fees apply for the SSO), please contact support to discuss your options.

 

Unable to Locate Customer ID #

 

Issue: An error message indicating that the Customer ID cannot be found.

Resolution: Enter the correct Customer ID given to you during your implementation. You can locate your Customer ID with your Infortel Onboarding material, or on any reports that you may have a copy of. If you are unable to locate your Customer ID, please open a support case.