SayPro Troubleshooting Guide Template

Purpose:

The Troubleshooting Guide Template is designed to provide a structured approach to resolving common user authentication issues on SayPro’s platform. This template offers a step-by-step process for identifying, diagnosing, and resolving authentication problems such as login failures, password issues, account recovery, and security-related challenges.

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SayPro Troubleshooting Guide Template

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1. Introduction

• Document Title: SayPro Troubleshooting Guide for Authentication Issues
• Purpose: This guide provides step-by-step instructions for users and support staff to identify and resolve common authentication issues related to logging in, account management, and security settings.
• Audience: End-users, support team, IT team

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2. Common Authentication Issues and Solutions

2.1. Problem: User Cannot Log In

• Possible Causes:
  • Incorrect username/email or password.
  • Account locked after multiple failed login attempts.
  • Browser or device issues (e.g., cookies, cache).
  • Two-factor authentication (2FA) failure.
• Steps to Resolve:
  1. Verify Username/Email and Password:
     • Ensure that the correct username/email and password are entered. Check for any typos or incorrect capitalization.
     • If unsure, prompt the user to reset their password (see Section 2.2 for instructions).
  2. Check for Account Lockout:
     • Confirm whether the user has been locked out due to multiple failed login attempts. If locked out, advise the user to wait for the lockout period to expire or contact support for assistance.
  3. Clear Browser Cache and Cookies:
     • Ask the user to clear their browser cache and cookies. Instructions:
       • For Chrome: Go to Settings → Privacy → Clear Browsing Data.
       • For Firefox: Go to Preferences → Privacy & Security → Clear History.
  4. Check 2FA Status:
     • Ensure that the user has access to the second factor for login (e.g., authentication app or SMS code). If they’re unable to receive the 2FA code, check their device settings and network.
• If the problem persists:
  • Contact the support team for further assistance and provide details about the failed login attempts and any error messages received.

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2.2. Problem: Forgotten Password

• Possible Causes:
  • User has forgotten the password used to log in.
  • User may be entering an incorrect password after multiple attempts.
• Steps to Resolve:
  1. Initiate Password Reset:
     • Instruct the user to click on the “Forgot Password” link on the login page.
     • Enter the registered email address to receive a password reset link.
  2. Check Email:
     • Ensure that the user checks their email inbox (and spam/junk folders) for the password reset link.
  3. Password Reset Instructions:
     • Upon receiving the reset link, guide the user to follow the link and set a new password.
     • Ensure the new password meets the required strength (e.g., minimum length, special characters).
  4. Successful Login:
     • After resetting the password, attempt to log in again with the new credentials.
• If the problem persists:
  • Verify that the user has access to the email account associated with their SayPro account.
  • Contact support to ensure there are no issues with the email or account recovery system.

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2.3. Problem: Two-Factor Authentication (2FA) Issues

• Possible Causes:
  • Incorrect 2FA code entered.
  • 2FA method (e.g., authentication app, SMS) not functioning.
  • User does not have access to their 2FA device.
• Steps to Resolve:
  1. Verify 2FA Code:
     • Ensure that the user is entering the correct code from their 2FA method (e.g., Google Authenticator, Authy, or SMS).
     • Remind the user that the code may expire after 30 seconds and to ensure they are entering the latest code.
  2. Check 2FA Device Access:
     • If the user cannot access their 2FA method (e.g., they lost their phone or reset their authenticator app), provide them with backup recovery options (e.g., backup codes).
  3. Disable 2FA (if necessary):
     • If recovery is not possible, the user may need to contact support to disable 2FA temporarily and regain access to their account.
  4. Set Up 2FA Again:
     • Once access is regained, guide the user through setting up a new 2FA method to secure their account.
• If the problem persists:
  • Advise the user to contact support for assistance with 2FA recovery and account access.

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2.4. Problem: Account Locked or Suspended

• Possible Causes:
  • Account locked due to too many failed login attempts.
  • Account suspended due to suspicious activity or violation of terms.
• Steps to Resolve:
  1. Account Lockout:
     • If the account is locked due to multiple failed login attempts, confirm the lockout duration (typically 30 minutes or more).
     • Suggest the user wait until the lockout period expires before attempting to log in again.
  2. Suspended Account:
     • If the account has been suspended due to terms of service violations or suspicious activity, instruct the user to check their email for a suspension notice.
     • Direct the user to contact customer support if they need more information about the suspension or appeal the decision.
  3. Support Intervention:
     • Contact the support team if the user is unable to unlock or restore their account.

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2.5. Problem: Social Login Issues (Google, Facebook, etc.)

• Possible Causes:
  • Error connecting to third-party authentication providers.
  • Incorrect permissions or account linkage.
• Steps to Resolve:
  1. Check Permissions:
     • Verify that the correct permissions have been granted for the social login provider (e.g., access to basic profile information, email).
     • If permissions are missing or outdated, ask the user to disconnect and reconnect the social login account.
  2. Clear Cache or Reconnect Account:
     • Advise the user to disconnect the social account and attempt to reconnect through the login page again.
  3. Use Alternate Login Method:
     • If social login fails, suggest using an email/password login as a backup method.
  4. Check Third-Party Service Status:
     • Verify if the third-party authentication provider is experiencing issues (e.g., Google, Facebook) by checking their status page.
• If the problem persists:
  • Contact the support team for further troubleshooting of the social login integration.

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3. Additional Support

• Support Contact Information:
  • Email: [Insert Support Email]
  • Phone: [Insert Support Phone Number]
  • Support Hours: [Insert Available Hours]
• User Resources:
  • [Insert Link to FAQs]
  • [Insert Link to Account Recovery Page]

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4. Conclusion

• Final Notes:
  • If the user continues to experience issues, encourage them to reach out to support for a more in-depth investigation.
  • Document any recurring issues to help improve future troubleshooting steps.