/
Logon Issues
The following macros are not currently supported in the header:
  • style

logo

Logon Issues

Owned by Dario Garay (Unlicensed)
Last updated: Sept 09, 2021

Problem

Users cannot log on to Concierge.

Solution


Single Users Cannot Log On

 Verify all first level support checks were completed.
  • Is the store network operational?
  • Is Wi-Fi operational?
  • Is the device/POS connected to the Wi-Fi/network?
  • Verify if other users at the same store can log on to the system.
  • Verify that the user is entering logon credentials correctly.
  • Check internal policy for user policy on password reset.
  • Was the password reset?

  1. Check the Concierge Status page to ensure no systems are down. If a system is down, it will show "Down" next to the corresponding system. See example.

    Note: If a Mad Mobile system is down, we have been notified and are actively working to resolve the issue. Regular incident status updates will be posted on the status page.


  2. Verify users exist in your own systems. For example, Active Directory, CRM, Identity Provider.

  3. Verify if other users can log on.

  4. If all previous steps have been verified, submit a support ticket.


All Users Cannot Log On

 Verify all first level support checks were completed.
  • Is the store network operational?
  • Is Wi-Fi operational?
  • Is the device/POS connected to the Wi-Fi/network?
  • Can any user log in?
  1. Check the Concierge Status page to ensure no systems are down. If a system is down, it will show "Down" next to the corresponding system. See example.

    Note: If a Mad Mobile system is down, we have been notified and are actively working to resolve the issue. Regular incident status updates will be posted on the status page.

  2. Check that all third-party systems are operational.

  3. Confirm that other users cannot log on.

  4. If all previous steps have been verified, submit a support ticket.



Related content