If you have an employee who cannot sign into ASSP or Avanti Go, it’s hard to know where to start. Here, you’ll find everything you’ll need to check if someone cannot sign in.
Important Information
This only applies if you’ve moved to the latest ASSP.
Before getting started, you’ll want to find out:
The username they’re entering, along with their employee number.
The error message they’re seeing.
Your employee is likely getting one of a few messages.
Reach out to your manager so they can assign you a user group.
Reach out to your manager; you don’t have access to any web enabled companies.
We couldn’t confirm your identity
If your employee is unable to sign in and is getting this message, there’s a number of things it could be.
We couldn’t confirm your identity. If your info is correct, please reach out to your manager for assistance.
Here, we’ll walk you through some things to confirm.
Step 1: Open Avanti Users in the Avanti Desktop.
By default, this can be found in System Administration >> System Access Controls.
Step 2: Check whether the username they provided matches what’s in Avanti Users. If not, let them know what their username is. If the username matches, continue to Step 3.
Step 3: Select their Username and click Modify.
Step 4: Check the Locked Out date and time. If it’s blank or not recent, continue to Step 5. If it’s within the last 30 minutes, go to Unlocking a User Account.
Step 5: Check whether Azure Active Directory is selected for User Authenticated by. If it is, confirm whether the employee is using Sign in with Microsoft to connect. Otherwise, continue to Step 6.
Step 6: Check whether Employee Self Service is selected for User Class.
If it is, select the Company Settings tab to confirm an employee is selected. If there isn’t one, select their employee and click OK if it’s missing.
Is the employee still unable to sign in? We’re here to help! Reach out to Client Care.
Reach out to your manager so they can assign you a user group
If your employee is seeing this message, they don’t have a User Group assigned to their employee.
Reach out to your manager so they can assign you a user group.
Step 1: Open Avanti Users in the Avanti Desktop.
By default, this can be found in System Administration >> System Access Controls.
Step 2: Select their Username and click Modify.
Step 3: On the Group Memberships tab, select the User Group they should have assigned in Available, then select the arrow so it moves to Selected.
Step 4: Repeat Step 3 for each group the employee should have assigned.
Step 5: Click OK.
Congratulations, you’re all done adding a user group. After 5 minutes pass, let the employee know they can sign in.
You don’t have access to any web enabled companies
If your employee is seeing this message, they don’t have access to a company on ASSP.
Reach out to your manager; you don’t have access to any web enabled companies.
To ensure the employee has access to a web enabled company, you’ll want to check which User Groups are assigned to the employee. If they have the right user groups, you’ll need to check to make sure their user groups have access to the correct companies.
Step 1: Open Avanti Users in the Avanti Desktop.
By default, this can be found in System Administration >> System Access Controls.
Step 2: Select the employee’s Username and click Modify.
Step 3: Check whether the correct user groups are in the Selected column on the Group Memberships tab.
If a User Group is missing, continue to Step 4.
If they have the right User Groups, make a note of their User Groups and skip to Step 7. Their User Groups may not have access to the right company.
Step 4: Select the User Group they should have assigned in Available, then select the arrow so it moves to Selected. Click OK to save your changes. After 5 minutes pass, let the employee know they can sign in.
Step 5: Repeat Step 4 for each group the employee should have assigned.
Step 6: Make a note of which groups are in Selected, then click OK.
Step 7: Open User Groups in the Avanti Desktop.
By default, this can be found in System Administration >> System Access Controls.
Step 8: Select the User Group that should have access to the company and click Modify.
Step 9: Check what’s selected for Access Type.
If Windows is selected, continue to Step 10.
If anything else is selected, skip to Step 11.
Step 10: Select Windows and Web for Access Type. Then click Apply.
Additional Information
If some of the employees in this User Group should have access to the Avanti Desktop, changing this to Windows and Web ensures these users will retain their access.
Step 11: On the User Group Details tabs, check whether the correct company is selected.
If the company is missing, continue to Step 12.
If the correct companies are selected, your employee should be able to sign in. Have the employee try to sign in again. If they continue to have issues, we’re here to help. Reach out to Client Care.
Step 12: Select Insert and select the Company that they should access.
Step 13: Enter a * for Computer Name and enter the Responsibility, then click OK.
Additional Information
Responsibility ranges from A to Z, with A granting the most access. Go to Responsibilities for more details. To learn more about Computer Name, go to Avanti Security Overview: User Groups & Avanti Users.
After 5 minutes pass, let the employee know they can sign in.