Elevate SX Login Issue

Summary:

This article provides steps to troubleshoot login issues when a user is unable to access Elevate SX and is not visible to their manager. It also explains how to manage the login status of a user profile in Elevate SX.

Issue

A user reports that they are unable to access Elevate SX. The system authenticates via Okta, but then remains stuck on the loading screen. Additionally, the user’s manager is unable to see them listed in Elevate SX.

Root Cause

This behavior may occur if the user’s profile is currently disabled in Elevate SX. Disabled user profiles are not visible by default and cannot access the platform.

Resolution Steps: Managing User Status in Elevate SX

1. Log in to Elevate SX

   Ensure you have the appropriate permissions to manage user accounts.

2. Navigate to User Management

   • From the Elevate SX homepage, go to the User Management section.

   • Select User from the list of options.

3. Show Disabled Users

   • Click on the Show Disabled User option to display any users who are currently disabled.

   • This step is crucial, as disabled users are hidden by default.

4. Locate and Enable the User

   • Find the user profile in question (e.g., xxx).

   • Click on the Disabled status next to the user’s name.

   • Change the status to Enabled to restore their access.

5. Verification

   • Have the user attempt to log in again via Okta.

   • Confirm that the user is now visible to their manager within Elevate SX.

Additional Notes:

• If the issue persists after enabling the profile, check for any role or permission restrictions that may affect visibility or access.

• Always verify user email and username details to avoid updating the wrong profile.
  
  
  
  

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