There are multiple things that can be tried when a user is unable to log into the system. Check the following to see if the issue is resolved.

1. Make sure that the user has a username listed.
  1. Navigate to Core
  2. Hover over People Finder> Search for and select the preferred User 
  3. Select the Access Tab
  4. Under Log In In Information, verify there is a username listed.
2. Reset the user's password
  1. Navigate to Core
  2. Hover over People Finder> Search for and select the preferred User 
  3. Select the Access Tab
  4. Under Log In In Information, select Set Temporary Password > Provide the user with the temporary password so they can log in 
3. Have the user request their username/password. 
  1. From the login page, have the user select Forgot Username/Password.
  2. Have the user enter their email address. (Make sure that it is the same address that is in the system)
  3. Tell the user to follow the link the update their password.
4. Check for Duplicate Users in the System
  1. Navigate to Core
  2. Hover over People Finder
  3. Filter on All Roles
  4. Type in the name of the user > Verify  there are no duplicate users.
    • If so, check the username for both accounts.
    • If the users both have the same username, either remove the duplicate user or change the username on one account to something different.