This document provides assistance with login issues encountered by users. To receive troubleshooting advice, select the item that best describes the issue being investigated.
If you are looking for more basic information on how to log into Maintenance Connection and get started using the system, check out the Quick Start Guide.
- Forgot My Password Instructions
- Instructions for resetting your password
Members can use the Forgot My Password option to create a new password. Members must have a valid Email address on record in the system, and must know the answer to the Forgot My Password secret question.
Tip: System Administrators can use the Password Management Feature (Tools>Members>Password Management…) to retrieve or set the Member’s response to the Forgot My Password secret question.
- Click the link on the Login Page (Did You Forget Your Password? or Forgot Your Password?, depending on the type of installation):
- You will be prompted to provide your Email address. Enter your address and click OK:
- If the Email address cannot be matched to an existing Member record, an error message will display. You will be given two additional opportunities to correct the Email address.
- If a valid Email address is entered, a page will display indicating that an Email has been sent with the Password Process Key and instructions for next steps:
- Once you receive the Key from the Email, return to the displayed page and click OK to proceed. A link to the page is also provided in the Email.
- A page will display prompting you to provide the required information to change your password:
- Enter the Key from the Email, provide the answer to your Forgot My Password question (this question/answer was provided by you upon initial setup/login), and enter and confirm a new password:
- If the information provided is correct, and your password meets the MC password conventions, you will receive a confirmation message displaying your Member ID and Password. If the information is not correct, you will receive a message indicating the problem.
If the Forgot My Password feature is not allowing you to create a new password, contact your System Administrator for additional assistance.
- Miscellaneous/Cache Issues
- System is not loading in a reasonable amount of time or is otherwise behaving oddly, possibly indicating an issue with your browser cache.
In unusual circumstances, a member will have difficulty loading the application in a reasonable amount of time, in which case it is advisable to clear the browser cache or temporary internet files. The browser cache stores web page content to allow for faster viewing of frequently viewed pages, downloading only content that has changed since the page was last viewed.
Depending on the volume of files stored in the browser cache, this process may take some time to complete. It should also be noted that improved performance may not occur the very next time Maintenance Connection is accessed, as it will be necessary to first store the login page into the newly cleared cache. The performance should improve in all subsequent attempts to access.
For instructions on how to clear the cache for multiple browsers, click here to see the Performance Troubleshooting Guide.
A number of error messages are displayed after entering a Member ID and Password in an attempt to log into Maintenance Connection. In many circumstances, an error message is prominently displayed at the top of the Login Page Resolution depends on the message displayed. If you can identify the type of message from the following list, select an item to access troubleshooting steps.
Note: Customers with multiple databases will observe slightly different behavior. Errors are most likely to occur after selecting a company to access that has a different appearance as the companies are presented on a white background.
- Unable to Verify Member ID/Password
- "We were unable to verify your Member ID and/or Password."
If the user enters incorrect login credentials, the following message displays at the top of the Login Page:
Note: This message may also appear if the member has been locked out of the system due to excessive failed login tries (cloud hosted customers only).
The Maintenance Connection Password Management feature allows System Administrators with appropriate permissions to reset the member's password, or even "unlock" a member that has been locked out due to excessive failed login attempts.
To access the Password Management feature to modify a password or user lock:
- Select Tools>System>Password Management... from the Menu bar:
- Use the search controls as needed at the top of the dialog to locate the member:
- Click on the record to select it.
- The Edit Member dialog will display:
- To modify the password on behalf of the member:
- Enter a new password.
- Confirm the password in the prompt directly below.
- If your organization is configured to prompt users for password reset at designated intervals and you wish to have the member set his or her own password upon next login, check the Require user to change password at next login? indicator. This will set the member’s password as expired so that they will be prompted to reset it upon next login.
- Click Apply to save the new password.
Note: Since the Require user to change password indicator expires the user's password, it will only result in a password reset prompt if your organization has configured Maintenance Connection to prompt for a password change at specified intervals.
Tip: Members can also use the Forgot Your Password? link on the Login Page if they know the correct Member ID and recall the answer to the "forgot my password" secret question. If the member does not recall the correct answer, an administrator can look it up in the above referenced Password Management feature. This process will not work if the user has been "locked out" of MC due to excessive login tries (Cloud Hosted customers only). Instructions for using the Forgot My Password process can be found in the first segment in this article.
- Expired Session Message
- "Your login session has expired."
To protect your security, user sessions will timeout after a specified period of inactivity. The system registers activity when it processes user requests (saving a record, navigating to a different page, etc.). For example, entering text in the Labor Report on the Complete/Close dialog is not registered as activity, whereas clicking the Apply button in the dialog does register the activity. The user will receive the following message when attempting to re-access the system after being timed out:
Tip: A System Preference is available to display a timeout warning to members within two minutes of the session expiration. If this setting is turned on, members will receive an alert in the lower right of their screen, providing an option to click on the alert in order to reinstate the session:
The amount of inactivity that a specific member will be allowed is dependent on two settings in the system:
Company Timeout Setting: A default "Session Time Out" is specified for your organization in the Maintenance Connection Company Setup tool. IT Staff for customers with cloud hosted installations of MC can use the Maintenance Connection Setup to modify this setting (mc_setup.exe maintained on the web server). Cloud hosted customers must submit a request through MC Support. At most organizations, this value is initially set to 30 minutes.
Member Timeout Setting: Each member has a "Session Time Out" setting on the Member record. If this field is set to "0," the system default for your organization will be used. If a different setting is desired for the user, enter the number of minutes that should be allowed to pass without interaction with the system before the member is "timed out" of his/her login session.
URL Confirmation: If users with cloud hosted installations are being "timed out" at more frequent intervals than defined in their Member record, check to ensure that the URL used for login by all users is consistent. For example, ensure that some users are not using a "servername" path, while others are using an IP Address (http://servername/mc_web vs. http://10.1.192.3/mc_web).
- Licensed Users Exceeded
- "Your organization has purchased "x" concurrent licenses and there are currently "x" active users using the system."
Concurrent Licensed customers (as opposed to Named Licensing customers) are licensed for a specified number of concurrent users. If there are more concurrent users accessing the system than specified, additional login attempts will be blocked with a message indicating that the count has been exceeded. Since unlimited access is allowed in the Service Requester, this message typically does not appear until the user has selected an option other than the Service Requester from the Application Chooser:
Note: Named Licensing customers should not receive this error.
While the message may be an accurate representation of the number of users concurrently accessing the system, it is often the result of users not properly logging off of the system, which does not allow their "session license" to be released. To reduce the occurrence of excessive license counts:
- Ensure that users understand that they should use the Log Off option in the upper right of the Menu/Tool bar to exit the system. Using the close window control (red x) keeps the session license open until it times out, as no message is sent to the system indicating that the member has logged off.
- Consider reducing the session timeout setting for your organization, or for particular members prone to exiting the system without properly logging off. For information on modifying company and individual member time out sessions, see the above segment on Expired Sessions.
Methods to Remove Users When License Count Exceeded
For System Admins:
If you are a System Administrator with permission to remove sessions and you are currently logged into the application, you can access the Active Licensed Users dialog from the Tools menu (Tools>Members>Active Licensed Members...) and remove sessions as needed. In particular, if multiple sessions for the same user are shown, you can remove the session with the least recent activity:
If an Administrator is not currently logged in, he or she can access the Session Manager, which is a tool external to the MC application that was added in MC v8.0. From here, Administrators can view and terminate sessions even if a concurrent license is not available to log into the system. This tool also provides a single feature from which to manage user sessions in both the MRO (Main Application) and MC Express:
- To access the Session Manager, use the following links:
Note: The exact URL for On-Premise customers will vary based on the location in which MC is installed, as indicated by [servername] in the above address. Contact your System Administration for additional details. Further, we recommend saving the correct link for the Session Manager as a Bookmark/Favorite in your browser in order to make it more easily accessible.
- If the tool cannot be accessed from within the application, any user blocked from access upon login can click the View button at the bottom of the Excessive License Count message.
- The list of users currently using active licenses displays. When this Active Licensed Users dialog is accessed from the Exceeded License message, users will only be allowed to Remove their own session.
Tip: Users who are unintentionally reserving "session licenses" due to improper logoff can use the above process to remove their own session. That is, the user can attempt to log in, and then click the View button to remove the session or sessions.
- Once any sessions have been removed, users can Close the Active Licensed Users dialog and return to the Exceeded License Count message to Retry access:
- Member Not Approved
- "You are not currently approved to use the XYZ Company/Organization. You can contact the Maintenance Administrator…."
Members that are currently not approved for access (disabled in the Members module) will see the following message:
System Administrators can resolve this by accessing the Member record and ensuring that the member is showing as Approved:
- Currently Disabled Message
- 1) "We are sorry, but you have been disabled from access to the Maintenance Connection." 2) "Although you have entered valid login information, you are currently disabled from accessing Maintenance Connection for XYZ."
In some circumstances, users might receive a message indicating that their access to Maintenance Connection has been disabled:
This message indicates that the user has been disabled from access, external from the application. In this circumstance, the Member record will continue to appear as being enabled/approved:
This message is most commonly received after the member has made too many unsuccessful login attempts and is locked out of the system (cloud hosted customers only). If the Member ID and Password are entered accurately, but the member continues to receive this message, use the following process to unlock the user record:
Access the Password Management feature:
- Select Tools>System>Password Management... from the Menu bar:
- Use the search controls as needed at the top of the dialog to locate the member. User records that have been locked will have Yes displayed in the Locked? column:
- Click on the record to select it.
- The Edit Member dialog will display. To remove a lock on a user record, change the control to Unlocked:
- Click Apply to save the change.
Note: Locks are recorded at the user (i.e. the Labor or Requester) level, meaning that they apply to all companies/entities to which the member has access. Setting or removing a user lock affects the member’s access to all entities/companies.
Similarly, there are some circumstances under which your customer database may be disabled. This would occur if your organization was being moved from cloud hosting to an on-premise installation. It could also occur if there are account discrepancies requiring attention.
If this message is displayed in a circumstance outside of a transition to an on-premise installation, the Maintenance Connection Administrator should contact their Implementation Consultant to investigate.
- Could Not Be Found Message
- "Although you have entered valid login information, you could not be found in the XYZ Company Database."
If the Labor record associated with a member is inadvertently deleted, the member will receive a message similar to the following:
This sometimes occurs when multiple Labor records have been created in the membership process and the System Administrator inadvertently deletes the incorrect one (i.e. deletes the one tied to the Member record).
To re-link the Member record to an active Labor record:
- Open the Members module, and select the affected Member record.
- The record will be marked as Disabled and will no longer be tied to an Access Group, application or Labor record.
- First, mark the record as Approved.
- Specify the correct Access Group and Application:
- In the Integration Info section of the screen, link the member to an existing Labor record or create a new Labor record:
- Click Save.
Note: Click here to see more information on Approving New Members.
- Not Connected to Company/Resource
- "You have successfully entered your Member ID/Password but you are not connected to a Company/Resource."
On occasion, a member may see the following message after entering a valid Member ID and Password on the Login Page:
This message typically indicates that a Member record was deleted from the Member module, but is still available in the User Table (Registration Database – mcRegistrationSA). This might have occurred if an employees leaves your organization, is reinstated, and then tries access MC using credentials for a deleted Member record. Deleting the Member record for an outgoing employee is not recommended, but should this occur, the reinstated employee will need to create a new Member record by walking through the initial sign-up process, as described in this article.
- Technical Difficulties with Database
- "We are currently experiencing technical difficulties with the XYZ database (Cannot open database XYZ requested by the login. The login failed). Please try again later."
The following message after entering a Member ID and Password on the Login Page indicates an issue with database connectivity or the web server environment.
- Cloud Hosted Customers: Submit a request to our Support team for assistance.
- On-Premise Customers: Contact your IT Department and ask them to check the database and/or web server for performance or connectivity issues. An IIS reset on the web server is recommended to ensure optimal performance.
- Not Available For Logons
- "Maintenance Connection is not available for logons at this time due to issues with the registration database. We apologize for the inconvenience."
The following message after entering a Member ID and Password on the Login Page indicates an issue with the MC Registration Database:
If this message is encountered, please submit a request to our Support team for assistance. Customers with on-premise installations will need to arrange for a member of their IT Department to work with MC Support to resolve the issue.
- Licensed Session/Cookies Message
- "Problem establishing a Licensed Session. Please verify that cookies are turned on in your browser and try again."
Maintenance Connection utilizes a browser cookie to establish and keep track of your MC session. As such, browsers must be set to allow cookies; otherwise, users may receive a message such as the following:
The process for allowing cookies depends on the browser being used, but typically the option is located in the Advanced Privacy settings within the browser's Internet Options or Settings tool. For instance, in Google Chrome:
- Access the Settings tool:
- At the bottom of the window that appears, select the option to Show advanced settings...:
- In the Privacy section, select the Content Settings... button:
- In the dialog that appears, select the recommended option for allowing local data to be set, or click the Manage exceptions... button, and allow cookies from maintenanceconnection.com:
To enable cookies in other browsers, utilize online help for your particular browser as needed. Here are some links that may be helpful:
For more information on Member related areas of Maintenance Connection, check out the rest of the articles in this section of the MCUC Library.
And, for more advanced training in Staff Management, please consider subscribing to MC University for on demand, premium learning. You can also reach out to our Client Account Executives to request one-on-one training.