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:
- Try a different browser
- Try a different network (eg. 4G)
- Try a different device
- Try incognito
- Clear caches/cookies
- Reset password
- 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:
- 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.
- 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.