Identifying the Login Issue: Locked Account
Every once in a while, a Cloud 9 user will attempt to login and the username and password entered will not be correct. There is a limited number of times, (10), you can try the username and password and once you have tried too many times, it locks the user out. At that point, it can be fixed by the practice, or wait until the lock timer has expired.
When you go to login to Cloud 9 and it locks the account it will show the below error on the login page: "Account has been locked. Please contact your administrator to unlock your account or wait until the lock has expired."
In order to fix this, someone at the practice who has the permission in their Employee profile to "Edit Employees" must navigate to Edit > Setup > Employees. Pick the affected employee and then click edit. When you pull up their profile, you can tell their account is locked because it will be black and say unlock. (screenshot below.)
You must click the unlock button and then click the green save button. Once you have done that the employee should clear their cache and cookies and try to login again. Here is an article about clearing cache and cookies: Clearing Cache and Cookies.
Best Practices To Avoid Login Issues
There are some tips we recommend for best practices to avoid login issues.
-Always manually type in your username and password, do not use autofill.
-Clear your cache and cookies once a week or once every two weeks for the browser to avoid getting stuck on a cached file or old cookie.
-After Clearing your cache and cookies click "About Chrome" or "About Edge" to check for a browser update. Whether the browser updates or not, close and relaunch the web browser.
-Shut the computers down at night and reboot them in the morning at least once a week.
-If you change a password or unlock a user's account in Cloud 9, have them clear the cache and cookies and check the browser for an update before they try to login again.
For instructions on how to reset an Employee password, please see this article: How to Reset an Employee Password.
If you have any other login issues please contact us, we are happy to assist.
As always, if you have any further questions please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.