Login Issues

This article provides step-by-step instructions to troubleshoot and resolve issues with logging into the MIMOSA Pro or Web Portal.

Steps to Resolve Login Issues:

Log into the Site Admin Tool:
- Access the Site Admin tool to manage user accounts.
Locate the User:
- For External Users:
  - Identify the site name associated with the user who reported the issue.
  - For example, if the login problem is from Kane Wound Care, search for the site name "Kane" to find the list of users.
- For Internal Employees:
  - Search for the site name using the employee's last name.
  - For example, if the user is Karen Cross, search for the site by "Cross" to find the associated users.
Select the Username:
- Once you have located the site, select the username of the individual experiencing login issues.
Check Account Status:
- Verify if the user's account is locked.
- If the account is locked, unlock it.
Reset Password (if necessary):
- If the user is unsure of their password, temporarily reset it.
- Ask the user to ensure that the device is connected to Wi-Fi for the initial login after the password reset.
- Inform the user that they will receive a prompt to set a new password upon their next login.

Notes:

Please ensure the device is connected to the internet before proceeding with the initial login or after resetting the password.
If the customer is outside North America, we need to notify the Tech team to whitelist their region in AWS for accessing the MIMOSA device and web portal.
Canadian customers have a separate server. Creating a site/user on the US server for Canadian customers will not function correctly.

By following these steps, users should be able to regain access to the MIMOSA Pro or Web Portal. If the issue persists, further investigation may be required by the Tech team.