First verify that the User License did not exceed the allocated number. To verify this navigate, under the Administrator role, to Setup > Company > View Billing Information > Billable Components > Full Access User and look for the related the columns for the Provisioned Quantity and Currently Used.
Note: The amount on the Currently Used column should not exceed the Provisioned Quantity column. If the license usage has exceeded the current allocation the user either frees-up user license or contact the Account Manager for the purchase of additional licenses. If the license checks out fine proceed with the following troubleshooting steps:
- Clear the browser's cache.
- Use a different browser to login (Chrome,cMozilla Firefox, Safari or Internet Explorer).
- Reset the user password through the Administrator role:
a. Setup > Users/Roles > Manage Users.
b. Select User.
c. Edit the record.
d. Navigate to Access tab.
e. Set new Password and Confirm Password.
f. Set Require Password Change On Next Login = T.
g. Save.
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