Unable to Login - Ciphr Login

ISSUE

“I am Unable to Login to Ciphr”

“I get an error message when logging in”

Unable to login

Error when logging in

Login error

Can’t login

ENVIRONMENT

Ciphr HR

RESOLUTION

What this can look like:

Troubleshooting:

Clarify with the employee experiencing the issue which login method they are using. This will be one of the following:

1 - The employee navigates to the below screen (Ciphr Login page) and types in a username and password. This is known as “Ciphr Login”. Please use 1A for guidance on this method:

2 - The employee navigates to the below screen (Ciphr Login page) and clicks the windows/google icon. This is known as “Trusted Login or SSO only”. Please use 2A for guidance on this method:

3 - The employee navigates to the Ciphr login page which then tries to log them in automatically. This is known as “Trusted Login or SSO”. Please use 2A for guidance on this method.

If you would like to check the login method without asking the employee, login into and navigate to the “Account Settings” page which can be found by clicking the 2 Cogs icon in the navigation bar. 

If the Login Method is set to “No Restrictions”, the employee will be able to login using Ciphr Login and SSO/Trusted login (if set up) 

• If the result of this is “Ciphr Login”, please follow the below guidance:

  Ciphr Login method - please check the below areas and fields to ensure all values are populated correctly:

  Employees User Role:

  • System > Security > Role Management > Click into the user role you want/expect the employee to be in > Users > Use the search functionality to find the employee > Ensure the slider below is selected – This will ensure the employee is in the user role:
  
  
  
  

• User Role Access:

  • System > Security > Role Management > Select the user role the employee is in > Pages > Scroll down or use the search feature to look for the “Account Settings” page. Please ensure at least the “Own Permissions” is set to “Access”:
  
  
  
  

  Multiple Job and Pay Records Same Date Check:

  • If the employee has multiple Job and Pay records that start on the same date, a “Change No” must be populated in all but one of them. To check this, navigate to Personal Data > Job, Pay & Reward Information > Job and Pay Details > Click into the record that has the same date and make sure the Change No is populated – if not populated, please delete and reinsert the record:

Account Settings Configuration:

• Navigate to the “Account Settings” page which can be found by clicking the 2 Cogs icon in the navigation bar > use the search functionality in the top right corner of the page to find the user and checked the below fields:

Username – Ensure this is populated

Login Method – Ensure this is either populated with “Ciphr Login Only” or “No Restrictions”. 

Requires Two Factor Auth (2FA) – If this option is selected, the user will be asked to complete a two factor authentication. 

TFA Setup Completed – If this option is selected, the employee has used 2FA

Password Expiry – Ensure this is either not populated or has a date in the future

Account Enabled From – Ensure equal to or less than today

Account Expiry - Ensure this date is great than today

Account Locked – This will tell you if the account is locked or not. If the account is locked, you can either unlock the account at click the “Forget Password” button – this will send a forgotten password email to the employee

If all the above has been configured and the employee is still experiencing issues, please navigate to the Account Settings page > use the “Forget Password” (sends an email to alert the employee the account has been locked – the employee must then use the forgotten password link on the Ciphr HR login page), “Forget Secret Answers” (will allow the employee to reset the secret answers). If applicable, please also use the “Forget TFA Setup” button.

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