There are a handful of reasons why you won't be able to log into the Gnomen system. Here is a short list of reasons:
Note: whenever you're struggling to login, the yellow bar at the bottom usually tells you the reason why.
1. Your password or username is incorrect.
If you're trying to login and the error message below in a yellow box shows "Login failed, please check your username and password" then either your username or password is incorrect.
You can either click on the question mark icon labeled "forgot your password?" > enter your username, email and company > the press "reset password". You will have to wait for one of the support team members to send you a new temporary password which you can change after you login successfully.
Once you have received the temporary password, please change your password as soon as you login (for security purposes).
Go to the control panel > open the users and groups section > click on the pencil icon next to your username > enter your new password > then press update.
Find your user and press the pencil icon on the right.
Enter your new password twice, scroll to the bottom and press update to save the password change.
2. Your client key is invalid.
Even if your username and password is correct, you might not be able to login due to the client key being invalid. The error message you will see at the bottom will say "No valid client key found, you would not be able to login"
The client key is the URL (website link) you was given to the account holder on signup. You can contact the account holder for the client key as they should have an email containing that information.
You can also retrieve the client key from another user logged in on the system. If they logout by pressing on the "sign out" button, the client key will be present on the next screen.
The client key (website link) can then be copied and emailed to the person with the invalid key. When you logout using this method you will see the message "You have been logged out successfully, please close the browser to completely destroy all the session data". This is the preferred way of closing your account at the end of the day.
3. You're logged in from somewhere else.
The error message "Login failed: This user is already logged in from another location" will appear on your screen for two reasons.
The first reason this might happen is that you're logged in on another computer or laptop. If you try switching between devices, make sure that you sign out the correct way using the the button at the top right of the screen.
If you close the browser window instead of signing out properly you risk your user session being locked, which will give you the error message above. To have your user unlocked you will need to contact the support team to manually do this from our end. This is why it is recommended that you use the sign out button at the end of the day instead of closing the browser.
The second reason why you may see the error message "Login failed: This user is already logged in from another location" is that you're sharing users. If you share the user details for your account with another agent that doesn't have their own account, every time they login you will subsequently be logged out. This can halt your progress doing work and any work you were in the middle of completing will not be saved.
It is highly recommended that all agents have their own user with Gnomen.
If you need additional users go to the control panel > user and groups > and press on "request additional users".
Once a request has been made, the support team will add an additional user license onto your account after your subscription has been change by the accounts team.
Note: If all the above doesn't work then check your user permissions to see if the data access is restricting you from seeing other branch data. If this is the case then you will need to get in contact with your account holder to grant you permission to see data from all branches.,