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SearchUnify Admin portal login issues

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Saurabh Jain last edited by Arshi
Problem Statement

-Unable to login into the SearchUnify Admin portal.
-Not getting OTP while trying to reset the user password.

Environment Production

Reported product version C'20

Resolved in version C'20

Module Searchunify Admin Panel

Causes

Unable to login into SearchUnify Admin portal
1. Multiple failed attempts
2. Login attempts using the wrong username
3. Using different username/email from the one that is entered on the "Forgot your password" page
4. Cached login credentials
Not getting OTP when trying to reset password
1. The password emails are landing in the spam folder.
2. If a user resets the password once through OTP, he/she can request the password reset OTP again only after 1 hour.
3. System is under maintenance or being upgraded to the latest security patch.
Solution

Unable to login into SearchUnify Admin portal
1. More than 3 failed login attempts will lock the SU Admin Panel for 1 hour. During this time user will not be able to login using an old or new password. Please contact support@searchunify.com for any urgent requests in this scenario.
2. SU Admin Panel uses your Email as a username to log in. Make sure to use the correct username.
3. Your account Username/Email should match the Email that you enter on the "Forgot your Password" page. Make sure messages from noreply@searchunify.com are not considered spam by your email services provider.
4. Please make sure to clear the cache before trying to login using the new credentials.
Not getting OTP when trying to reset password
1. Please make sure OTPs are not received in your spam folder.
2. If you have already tried once to reset your password, please wait for at least 1 hour for OTP to arrive in your mailbox.
3. Please check with your CSM on the maintenance and upgrade schedule.
Reply Quote 1
1 Reply Last reply

Environment	Production
Reported product version	C'20
Resolved in version	C'20
Module	Searchunify Admin Panel

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SearchUnify Admin portal login issues

Problem Statement

Causes

Solution

Suggested Topics

Issues with Daily Analytics Subscription Emails Others • • Saurabh Jain

Special characters in admin panel password Others • • Saurabh Jain

Supported Browsers and Devices Others • browsers devices supported compatible • • sugrokker

Install and enable KCS Feature in Service Console Others • • Saurabh Jain

Unable to attach knowledge article to a Salesforce case Others • • sugrokker

Share Article link as a public comment on a Salesforce Case Others • • Saurabh Jain

What type of Articles are suggested in Agent Helper? Others • • sugrokker

Issues with Daily Analytics Subscription Emails
Others • • Saurabh Jain

Special characters in admin panel password
Others • • Saurabh Jain

Supported Browsers and Devices
Others • browsers devices supported compatible • • sugrokker

Install and enable KCS Feature in Service Console
Others • • Saurabh Jain

Unable to attach knowledge article to a Salesforce case
Others • • sugrokker

Share Article link as a public comment on a Salesforce Case
Others • • Saurabh Jain

What type of Articles are suggested in Agent Helper?
Others • • sugrokker