This article provides a comprehensive guide to troubleshooting common login issues within ELMO. Understanding these common problems and their solutions can help you and your users regain access quickly and efficiently.
Troubleshooting Common Login Errors
The "Sorry, it looks like your username or password is incorrect. Please try again." error is the most common login issue and can usually be resolved by checking a few key things. If you or one of your users is having trouble, here are some things to try.
For All Users:
Check the Username and URL: Ensure they are using your correct ELMO username, which may not be the same as your email address. Also, confirm you are logging in to your organisation's specific ELMO URL (e.g: yourcompany.elmotalent.com.au).
Manually Type Your Password: Browser autofill features can sometimes save and enter old or incorrect passwords. Try typing your password in manually to ensure it's correct.
Use the "Forgot Password?" Link: If they're unsure of your password, use the "Forgot Password?" link on the main login page to send a reset email to your registered email address.
Clear Your Browser's Cache: Old data stored in the web browser can sometimes cause login problems. Clearing their browser's cache and cookies can often resolve these issues.
Try a Private or Incognito Window: Opening a new private or incognito window in their browser provides a clean session and can help bypass issues related to browser extensions or cached data.
For Administrators:
If a user is still unable to log in after trying the steps above, an administrator can investigate the following:
Check if the User Account is Active: A user cannot log in if their account is inactive. An administrator can reactivate a user.
Navigate to Administration → General → Users.
Use the filter options to search for inactive users.
If the user is inactive, you can reactivate them by clicking the dropdown menu next to their name and selecting Activate User.
Ensure the User has Been Notified: A new user must be "notified" to receive their initial login credentials. If a user was activated but not notified, they will not be able to log in.
Navigate to Administration → General → Users and select the Notify Users button.
Search for the user and click Notify User to send the welcome email.
If the user does not appear in the "Notify Users" list, it means they have already been activated or notified. In this case, you will need to manually reset their password.
Check the User's Expiry Date: An expiry date set in the past will cause a user's account to be automatically deactivated overnight.
Navigate to the user's profile page.
Check the Expiry Date field and either remove the date or update it to a date in the future.
Ensure the user is reactivated after changing the date.
Single Sign-On (SSO) Login Problems
If your organisation uses Single Sign-On (SSO), users are authenticated through your company's own identity provider (like Microsoft Azure) rather than with an ELMO-specific password.
Contact Your Internal IT Team: Most SSO issues, such as an "IDP User Attribute Not Given" error, are caused by a problem with the user's configuration in your internal IT systems. The user's details (like their username or email) must match exactly between ELMO and your SSO directory. Please contact your internal IT department for assistance.
Bypass SSO for Direct Login: If a user without SSO access needs to log in, they can bypass the automatic SSO redirect.
When the SSO login page appears, click the Cancel button.
This will return you to the standard ELMO login page, where you can enter your ELMO username and password directly.
Multi-Factor Authentication (MFA) Issues
Multi-Factor Authentication adds an extra layer of security. If users are having trouble with MFA, here are the common solutions.
Locked Out Due to Too Many Attempts: If a user enters an incorrect verification code too many times, their account will be locked for a period of time.
An Administrator can unlock the account immediately. Navigate to the user's profile (Administration → General → Users → View Profile), click the Actions dropdown, and select Reset MFA.
Not Receiving the Verification Code: If a user is not receiving the MFA code via email, advise them to check their junk or spam folder. Requesting the code multiple times can cause delays or result in being locked out; it is best to wait a few minutes for the first code to arrive.
Onboarding User vs. General User Login
New employees who are completing their onboarding tasks have a different login portal than active general users. Using the wrong portal will result in a login failure.
1. Onboarding Portal: New users must log in using the specific onboarding URL, which typically ends in /onboarding/ (e.g., yourcompany.elmotalent.com.au/onboarding/).
2. General User Portal: Once a user is converted from an onboarding user to a general user, they must use the standard portal URL (e.g., yourcompany.elmotalent.com.au). They will not be able to log into the onboarding portal anymore.
Frequently Asked Questions (FAQs)
Why do I get a blank white screen or a "500 Internal Server Error" when I try to log in? +
This can happen occasionally and is often related to your browser. The first step is to clear your browser's cache and cookies and try again. If that doesn't work, trying a different browser (like Chrome or Edge) or using a private/incognito window often resolves the issue. If the problem persists for multiple users, there may be a temporary platform-wide issue.
I have been reactivated in ELMO but did not receive a notification with a new password. How do I log in? +
The system does not send a new notification when an existing user is reactivated. You will need to use the "Forgot Password?" link on the main login page to reset your password and gain access.
Can I stop the Single Sign-On (SSO) page from appearing automatically? +
If your site is set up for automatic SSO redirection, you cannot stop the initial redirect from happening. However, you can click the Cancel button on the SSO redirect pop-up to return to the standard ELMO login page and sign in with your ELMO username and password.