If your users are stating they are unable to access any tools within the platform, or that they keep getting redirected to a specific page (or pages) upon login, then this means the 'platform lockout' function has been triggered on their account. No need to worry or panic, though, as this is by design.
The purpose of this article is to explain what the 'platform lockout' function is, and what users need to do in order to regain (regular) access to the platform.
The 'Platform Lockout' Function
Your platform has a user lockout function that gets triggered when there are outstanding mandatory tasks pending on their account. The purpose of this 'platform lockout' function, is to ensure the user reviews and completes these tasks. By locking them out of all other functionality, they are unable to 'ignore' the task and so have no option to complete what's required before proceeding.
Listed below, are all of the (current) reasons that can trigger the 'platform lockout' function:
- User needs to add/update details on their profile
- User needs to view + mark mandatory Notices as 'read'
- User needs to complete mandatory training modules
- Training Academy (only): User needs to add/update education-related details on their profile
How does it work?
If the 'platform lockout' function is triggered, the affected user will not be able to click on any of the available menu items/tools within the platform, nor will they be able to access the Dashboard or their profile page (button is disabled). To them, it will appear as though nothing is working, which is the intended functionality/design.
I emulated the user, but cannot see what they see?
It is important to note that you will not be able to experience the 'platform lockout' function when emulating an (affected) user's account (as an Administrator). It will only appear when logged into the (affected) user's account directly.
Note: The same logic applies when emulating an account that has a different language set. For example, if your default language is set to 'English', and you emulate an account that has their default language set to 'Chinese', the platform will always display your main account's default language (e.g. 'English') as opposed to switching.
So, what do we need to do?
The only way to disable the 'platform lockout' function, is to complete any/all of the outstanding mandatory tasks.
When you log into the platform via the default address (e.g. yourplatform.worldmanager.com
), the user will automatically be redirected to the page that requires their attention (if applicable), and there will be a message at the very top of the page, advising them of what needs to be done. Please see examples of each instance below:
Important: If a user accesses the platform via a direct link to a specific page, instead of using the default address, they will not (automatically) be directed to the page that requires their attention, and therefore they will not see any message advising them of what needs to be done. So, first and foremost, please ensure they are accessing the platform using the default address (e.g. yourplatform.worldmanager.com
) when troubleshooting these types of enquiries.
Update Details
If the user is required to update their details, including but not limited to their password and/or Training Academy (education-related) fields, they will see the following message:
Once all (applicable) fields have been updated, and they click on Update, they will be redirected to the Dashboard and all menu items/tools will be accessible again (as per usual).
Mandatory Notices
If the user has outstanding mandatory Notices to review + mark as read, they will see the following message:
Once all (applicable) mandatory Notices have been marked as 'read', they will be redirected to the Dashboard and all menu items/tools will be accessible again (as per usual).
Note: To mark a Notice as 'read', simply tick the checkbox next labelled as 'Read' (right-hand side of the page). Repeat this step for any/all mandatory Notices (if multiple).
Mandatory Training
If the user has outstanding mandatory training modules to complete, they will see the following message:
Once all (applicable) mandatory training has been successfully completed, they will be redirected to the Dashboard and all menu items/tools will be accessible again (as per usual).
Note: To complete a module, simply click on the name of it, then click on Begin to get started. Repeat this step for any/all mandatory training modules (if multiple).
If you have any further questions, or require assistance, please contact wmsupport@franconnect.com.