Why can't I log in to the Webex portal?

This document details the process to follow when a client is unable to login to uichicago.webex.com

Behavior:

After completing the WebStore portion and attempting to login to uichicago.webex.com, the client gets an user authentication failed error message. The client was initially prompted with the typical login screen and receives an error when trying to login.

An example error is shown here.

  

Troubleshooting process:


First, verify whether the client has a UIC Webex account:



2. Expand the top menu and click Site Administration.


3. Click User Management and then Edit User in the left menu.


4. Search by User Name (NetID)


Next, follow these steps:
  1. If the account doesn’t exist, and it has been lessthan 1 business day of placing the order
    1. Verify client received a Webstore receipt for the Webex product order
    2. Take the ticket and add the needed tags (Classification, Service, and Interaction Detail)
    3. Reply saying:

      Thank you for contacting ACCC. I have reviewed your order and it is in the process of being fulfilled. Please allow one business day for the order to be completed. You will receive an email confirming the account creation. At that point please go back to uichicago.webex.com and you should be able to log in. Should you have any problem logging in after receiving the welcome email, please reply back.

    4. Resolve the ticket

  2. If the account doesn’t exist, and it has been morethan one business day since placing the order
    1. Verify client received a Webstore receipt for the Webex product order
    2. Take the ticket and add the needed tags (Classification, Service, and Interaction Detail)
    3. Reply saying:

      Thank you for contacting ACCC. We are currently experiencing heavy demand for access to Webex and are running behind our one-business-day goal for account creation. I have escalated this request and will ensure it is processed within one business day from now. I apologize for any inconvenience caused by this delay.

    4. Escalate the ticket moving it to the Conferencing queue and assign ownership to Norma (nabrego) and set yourself as AdminCC. Norma or Sam will resolve the ticket once the account is created.
    5. Monitor the ticket and confirm that the account has been created.

  3. If the account exists, the incident is out of the Tier-1 support and you should do as follows:
    1. Add the needed service tags (Classification, Service, and Interaction Detail)
    2. Assign ownership to Sam Hyman (shyman2)
    3. Escalate to the Conferencing queue



Keywords:"service desk", log in   Doc ID:75183
Owner:William S.Group:University of Illinois at Chicago ACCC
Created:2017-08-01 16:09 CDTUpdated:2019-10-09 13:18 CDT
Sites:University of Illinois at Chicago ACCC
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