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Steps to Take When a User is Unable to Login

On occasions, Users/Viewers flag that they are unable to log into their Nucleus accounts. This does not mean that there is an issue with Nucleus, so we have put together a list of steps you can ask your Users to try which might assist them to solve the problem before submitting a Support Ticket.

Below are some steps you can share with them to try and solve the issue:

  1. Try a different browser
  2. Try a different network (eg. 4G)
  3. Try a different device
  4. Try incognito
  5. Clear caches/cookies
  6. Reset password
  7. If the message “Either the username or the password supplied was not correct. Please try again.” appears, it is most likely a typo error. Please make sure to enter the correct username and password.

If none of these options solve the issue, please ask the User to:

  1. Record a video of their screen while they are trying to login. Admin Users can then send it to the BMT Support Team to investigate further.
  2. Take a screenshot of their screen while they are trying to login. If there is an error message displaying somewhere, it is most likely a typo issue.