Login Help

Absorb LMS is a web-based service that requires both an active internet connection and a modern computer or mobile device. When accessing a Portal you will be required to enter a Username and Password. This article is focused on logging into Absorb, and addresses potential concerns.

 

Logging in to Absorb

The process of accessing a Portal with a set of credentials is called logging in. After logging in, access to the Learner Experience and potentially more is provided. At its most basic logging in requires three components:

  • Portal Route.
    • This is the URL of the Portal in question.
    • EX: https://exampleportal.myabsorb.com/#/login
  • Username.
    • This is an account specific string. It is often Email Address or FirstName.LastName.
    • EX: Example@Example.com or Example.Smith.
  • Password.
    • This is an account specific, private string. A Password may be restricted to a specific length, or complexity depending on the Portal settings.
    • A Password should not be shared, but should be something you can remember.

 

With the required elements, the following steps indicate how to log in to a Portal:

  1. Navigate to the Portal Route in your web browser. You will see a Login section to the right side of the screen.
    • Make certain you are using the correct Portal Route as some organizations have multiple Portals with unique Portal Routes.
  2. Click the field underneath Username and enter a valid Username.
  3. Click the field underneath Password and enter a valid Password.

    • A Password may have length, or character complexity requirements.
    • A Password when entered will be transformed into dots to hide the value you are typing. The Password will be exactly as you type it even if it appears as dots in this field.
  4. Click the Login button. If the Username and Password have been entered correctly, you will be navigated to the Learner Experience or Admin Interface depending on where you logged in.

 

Resetting a Password

Every Absorb User is associated with credentials such as a Username and Password. It is possible to trigger a reset of a Password so that access to a specific account can be reclaimed. This option is intended for usage by a legitimate User that has forgotten the Password required to access their account.

The standard method of Resetting a Password is by clicking the Forget Password? button under the Login section of a Portal.

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After clicking Forgot Password? the Forgot Password page will open. On this page there are two different fields available.

 

The Forgot Password page offers two options to reset a Password. The first option is to enter a Username, the second is to enter an Email Address. It is important to note that the Forgot Password function will not work if the User account does not have a valid Email Address.

When entering a Username or Email Address make sure the spelling is absolutely correct. Make sure there are not any additional spaces, or missed characters. The Reset Password feature requires a perfect match and any mismatching characters will not successfully reset a Password.

After entering either a Username or Email Address click the Reset Password button.

 

After clicking the Reset Password button you will see the following confirmation:

 

This success confirmation will always appear as a security measure. The intention of an always positive response is to prevent manual attempts to guess the Password of an account. This means that if you enter an incorrect Email Address or a completely random Username; a positive confirmation will still appear. This is why it is essential to confirm the value being entered as a Email Address or Username is exactly correct without any errors.

INCORRECT USERNAME or PASSWORD

The LMS will not indicate you have entered an incorrect value when attempting to reset a Password. You will not receive a message, or warning if the Email Address or Username used does not match an existing User. This is intended functionality.

 

Admin Login Assistance

As an Administrator there are additional levels of access that may be utilized to benefit Learners in your organization. The following sections may be used independently, or together in effort to resolve login issues experienced by your Users.

 

Logins Report

The Logins Report is available from the Admin Interface. This report offers insight into when a User has logged in and whether or not it was successful. Failed login attempts may be tracked, or observed to determine the cause of a login issue. 

 

Located under the Setup menu on the left-hand side. By default the Logins Report will showcase the most recent login attempts moving back in time. More information about the Logins Report is located here.

 

Admin Password Reset

It is possible for an Administrator to trigger a Password reset. This option is only available to an Administrator that has the required permissions. The following steps showcase how to trigger a Password reset as an Admin:

  1. From the Admin Interface access the Users Report.
  2. Select the intended User and use the Edit User Action from the right-hand side.
  3. Click the Reset Password button from the right-hand side. The Send Reset Password page will open.
  4. You may modify the message as required, or simply click the Send button from the right-hand side.

 

Temporary Passwords

Alternate to resetting a Password a Temporary Password is an Administrator set Password that allows a User to access their account, after which they will be immediately prompted to create a new Permanent Password. The following method indicates how to set a Temporary Password:

  1. From the Users report, select and EditUser.
  2. Navigate to the Password section of the Edit User page.
  3. Enter the exact same value as a Password in both the New Temporary Password and Confirm Temporary Password fields. Confirm the value you have entered, or copy/paste it somewhere safe.
    • An error will appear underneath a field if the Password does not meet complexity requirements, or if the Passwords do not match.
  4. Click the Save button from the right-hand side.
  5. Communicate the Temporary Password to the User. The User will then use the Temporary Password to log in. Once the User logs in they will be prompted to create a new Permanent Password.

 

Troubleshooting Login Issues

When accessing your Portal there are a few troubleshooting methods to consider. Common concerns include having entered an old Password, the wrong Username or not having a valid Email Address to receive the Forgot Password message. If you are a Learner or User, reaching out internally to your System Administrator is often a great strategy to discuss account or login concerns.

Please advise the following:

 

Reset Password Not Working

When a Reset Password request does not work, it is important to double check the following:

  • Did you reset the Password with Username or Email Address?
  • Can you confirm the value you used was correct, without spelling or typing mistakes?
  • Are you accessing the correct Portal Route? Some organizations use multiple portals and each may have a unique Portal Route.
  • Would your User account be inactive, or deleted for any reason?
    • This is often a question for an internal System Administrator.

 

It is important to confirm that the Reset Password feature will always provide a positive confirmation, as if it is generating a Password Reset Message to the Username or Email Address that was entered. Regardless of the value entered, a positive confirmation is always given when using the Reset Password feature. It is possible to enter the incorrect value, the correct value with a space in the wrong place or enter an entirely unrelated value and a positive confirmation will still be returned.

In addition to confirming the correct value is used, does the User account have a valid Email Address? If the User does not have a valid Email Address it will be challenging to reset the Password externally. If the account in question does not have a valid Email Address, reach out internally to a System Administrator to manually reset the Password, or set a Temporary Password.

 

Reset Password Email Not Sending

If the Send Password Reset message is appearing in the internal Learner Inbox but not in the inbox of the Email Address associated with the User, the issue may lie on the receiving server side. The first step would be to rule out any of the following:

  • Is the Email Address absolutely correct, without any incorrect characters or extra spaces?
  • Are there any Spam Filters that may be catching the Send Password Reset message?
  • Is the email being moved to Spam or Trash automatically?

If none of the above are the cause of the concern, it may be time to involve your organization's System Administrator. Accordingly the second set of items to investigate would be:

  • Are all emails getting blocked, or just Send Password Reset requests?
  • Is there a Custom SMTP configuration that may be affecting what gets sent, or what doesn't?
    • Is it possible there are any daily send limits being exceeded by a Custom SMTP configuration?
  • Are there any anti-spam measures implemented on the receiving server associated with the target Email Address?

It is possible that the Send Password Reset request is not being received via Email Address because of allow list configurations. Accordingly it may be required that your organization and System Administrator add Absorb to the respective allow list. More information about allow lists is located here.

 

Mismatching Username or Password

When logging into the Portal you are required to enter both a Username and Password. It is possible to mismatch one, or the other when attempting to login and unintentionally create a login access issue. If you are encountering login issues but do not believe there to be any error, please review the following:

  • Have you recently changed, or reset your Password? Are you entering the most recent Username and Password without typing or spelling mistakes?
  • Are you using a automatic Password option in your browser? Does manually typing the Username or Password resolve the issue?
    • Sometimes the automatic Password captured by a browser is out of date, or failed to update correctly. It is possible it captured a similar password from another website, or includes a typing or spelling mistake.
  • Do you use Email Address or Username to login? Some organizations use one over the other. It may be you used Username to reset a Password, but the Portal is expecting you to use your Email Address to login.

 

Duplicate Email Addresses

When requesting a Password Reset, if the User in question has the same Email Address as multiple other Users; each of the Users will receive a Send Password Reset request. For this purpose, where possible, it is important to confirm each User account is associated with a unique Email Address.

 

Page Not Loading

If you have accessed the Portal Route but the page isn't loading, or there is a browser error. Please consider the following:

  • Do you have an active internet connection?
  • Are you using a VPN, or similar service that encountered a connectivity error?
  • Is the Portal Route correct, without any spelling or typing mistakes?

If the issue persists after ruling out the above, please reach out to your organization's System Administrator.

 

Single Sign On and Password Resets

If you and your organization utilize Single Sign On it is important to note that an account is still associated with a Username and Password even if a User does not use them when accessing the Portal. It is possible to request a Password Reset for a User account that only accesses the Portal via SSO.

If you regularly access the Portal via Single Sign On and this method of access is not working, please reach out to your organization's System Administrator.

 

Too Many Failed Logins

If there are multiple failed attempts to access a User account, a lock will be applied to login attempts for that User account. More information about failed login attempts is available here.

 

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