Live Help: Some Agent's Can't Log Into The Administation Portal

(Doc ID 1911637.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Live Help On Demand - Version N/A to N/A [Release ATG v1]
Information in this document applies to any platform.

Symptoms

The loss of functionality
Some agents unable to log into login.instantservice.com

The sequence of events
Agents enter username and pwd in login screen and get message that unable to log in

Where it happened
login.instantservice.com

The significance of loss / customer impact
Agents unable to work

Include specific error messages (error number with syntax)
Get 'Try Again' error

What IS working
All other agents in account can log in

What is the expected or acceptable result?
Agents should be able to log in

What about the system has recently changed?
Unknown

Cause

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