One of the most common support issues is helping members gain access to their self service portal. Whether it be they have forgotten their username/password or simply cannot login, these are everyday problems that can, generally, be solved quickly by anyone with administrative rights to the DNN self service portal. By following this guide, we hope to be able to provide a much faster resolution to your member when these issues do occur.
The most important step when troubleshooting self service issues is to make sure you have administrative access to DNN. DNN, in this case, is the same page your members attempt to login. This is often overlooked as it is separate to your usual MemNet URL and login.
Once logged in with an administrative account, you will now see a DNN menu at the top of the page. The area you are interested in is the Users/Manage Users menu item. This function allows you to search for all the DNN user accounts that are registered with MemNet and then make changes to the relevant DNN profile.
Below are some typical troubleshooting methods to solve common issues with membership logins:
Im logged in with Administrative access in DNN and cannot find a particular user account?
If you cannot find the person, who s having trouble logging in, it means there slef service account does not exist. In the instance that there is no account, it will generally mean they haven't registered and will need to do so.
However, if they have registered and do have a username in MemNet but not in DNN, it means that you will need to manually add a new user in DNN. When Adding a user, you must use the SAME username that is stored in MemNet. You will only need to enter their Username, Display Name (First and Last name) and their email address. You can prompt an automated password and have the member notified automatically by email once it is created.
The Member has forgotten their password and is not receiving the Password Reset link in their email?
The first question to ask is "Have you checked your SPAM folder?". This is generally where the email will go if a member is saying that they have not received the email.
However, on the odd occasion that this is not the case, the next area to check is the email address that is stored in MemNet. Is the email address, they are using, the same as what is recorded in MemNet/DNN? If it is different you will need to update it in MemNet.
If the email isn't different and they are still not receiving the link, the next course of action would be to login to DNN and manually change their email address to something that you have access to. Once changed, send the password reset link to the updated email. You should receive the email and you can then forward on the link to member. Dont worry about the email address now being different in DNN though. Once the member successfully logs in, these details will be updated again according to what is stored in MemNet.
The Password Reset email is still not being received and I need to give the Member access immediately?
If the email is still failing to be sent, more often than not, it is the Mail Server acting slow. This can occur when the Mail Server is experiencing increased traffic. The email will send, however, it may take up to 30min to be received in extreme cases. If your member wants immediate access and cannot wait, you can manually change their password for them. You will need to login to the DNN site with Administrative privileges and find the user profile that is having issues. Once found, click on the 'pencil' icon and navigate to the 'Manage Password' tab. From here you can manually set the password.
I do want to emphasise that this is a last resort option and you should always have your members set their own passwords for security reasons. If you do use this method, it is strongly advised that you ask your member to reset their password once they login.
Other notable mentions...
If your member is receiving an error message when trying to login ensure that their account isn't locked. You can check this by searching their profile in DNN and clicking the 'pencil' icon. If it is locked, there will be an option to unlock the account.
If your member cannot register because they cannot be found in the MemNet database this is generally because there is a conflict in the information they have provided to register. Ensure that things like email address and postcode match exactly with what is stored in MemNet
If your member cannot login because of a permission error this can be because their membership has lapsed. Check MemNet to ensure they have an active MemNet account.
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