Sonar Tracker, Portal
Overview
This article explains what to do if;
- a user receives an account locked error message:
- a user's 2FA emails are being sent to the wrong email address but the correct address is showing in the Juniper Portal.
If you are not an Admin user of Sonar Tracker, please speak to your school's Sonar Tracker administrator who will be able to help.
We are currently investigating this problem and will issue further guidance in the future.
Prerequisites
- You must be an Account Admin or Account Owner.
Instructions
Follow these steps to change the user role, then reinstate it to resolve their access problem:
- Open the User Invitations page within Portal:
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Select Staff:
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Select Edit Roles:
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From Edit Role, select the Product that the user cannot access:
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Select a role to that is lower than the user's current role (for example, if the user is currently set to Full Edit, select Partial Edit):
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Select the user from the Select Users pane:
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Select Save. You are returned to User Invitations. A message is displayed confirming the update:
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Reselect Edit Roles:
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From Edit Role, reselect the Product that the user cannot access:
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Select the role that the user originally held:
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Select the user from the Select Users pane:
- Select Save. to reset the user to their original role.
Outcome
You are returned to User Invitations. A message is displayed confirming the update has been made:
Wait 5 minutes,then ask the user to try to log on. If at this point they are still having problems, raise a ticket.
Related information
Updated