Forgot Password or Incorrect Password During Login
Password issues should be handled by the enterprise administrator according to the account and security process.
Common Symptoms
- Login reports an incorrect password.
- The user forgot the password.
- The password was reset but the user still cannot log in.
What to Check First
- The account and server address are correct.
- The administrator has completed the reset and notified the user.
- The client is using the current server, not an old company server.
Recommended Actions
- Ask the administrator to reset the password.
- Confirm the account, phone number, and server address.
- Have the user restart the client and log in again.
- If login still fails, collect screenshots and client logs.
When to Contact an Administrator or Operations Team
- The issue affects multiple users or the whole company.
- The fix requires restarting production services, replacing certificates, changing databases, changing file services, or updating License files.
- Provide the failure time, impact scope, screenshots, account information, client version, server address, and related logs when reporting the issue.