Troubleshooting

Try these steps:

1. Check the user's junk mail folder.
2. Check the user's email box rules and filters. A rule or filter could be sending messages to a specific folder (for example, to a GHX folder).
3. Log on to User Management and resend the password email message.

   See Resend a Password Request.

4. Add the support@ghx.com email address to your organization's white list. This is the address GHX uses to send user messages.

   Tip: If you are logging on to a lower environment (for example, integration), the email address will originate from the noreply@ghx.com mailbox.

5. Ask your IT team to check the security settings for your organization's email.
6. Log on to User Management, select the checkbox to the left of the user, and click the Enable Users icon.

Ask the user to follow these steps: Reset a Forgotten Password.

An Expired status indicates that the user did not finish setting up a user password within 48 hours of when the user profile was created.

Ask the user to follow these steps: Reset a Forgotten Password.

A user gets up to five opportunities to log in. After each failed attempt, the user receives a system message. After trying five times, the user is locked out. At this point a user with the Manage access level needs to take the following actions:

1. Click the Users tab. The Users page opens.
2. Search for the specific user.
3. Click the link in the User column. The User Details dialog box opens.
4. Click Actions. A list of actions opens.
5. Select Send Password Reset. A confirmation message opens.
6. Click OK. The user will have another 48-hour time period in which to respond.

Return (bounce) information related to a user's email address is shown on the User Details dialog box. You can click the link in the message to re-enable the address, if needed.