Overview

You may find that some users are no longer able to log into the Nucleus portal.  The password reset on the login page fails also.  This article gives instructions to allow a user to be able to log in to the Nucleus portal again.  

Prerequisites

• Access to the Nucleus portal. 

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• When logging into the Nucleus portal, ensure to log in as the main CallSteam ID "4872" or an alternate parent login found on the local drive: (Y:\Company Library\Service Delivery\Username & Passwords\Callstream Username & Passwords) "Reseller Account Username_Passwords_L1"

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Solution

First, verify if you have the correct access to assist the user with the issue.  

1. Log into the Nucleus platform.
2. Navigate to Management & Reports > User Management. If this is not present then the access required for this process is not available.  Please open a ticket with CallStream Support to complete this resolution.  
3. If you do have access, proceed with the steps below.  

The password reset did not work because the email address had not been confirmed.    The steps below will address the email confirmation as well as the password reset. 

1. Log into the Nucleus platform.
2. Navigate to Management & Reports > User Management. 
3. Select Company from the dropdown list.
4. Select the blue configure profile icon to the right of the user that is having the login issue.  
5. Verify that the account is enabled and since the self-service password reset didn't work, the Email Confirmed status should show Unconfirmed Email.  
   
6. Reset the user's password by selecting update next to the Password field and enter a new temporary password.  Send the user the temporary password so they can log in again.  
7. Update the Email Address field if necessary. 
8. If the email address listed here is correct, select Update to the right of the Email Confirmed field to confirm the email address.   
9. Once complete the user's profile should look like the screenshot below.
   

Testing

Once the steps above are completed, the user will be able to log in again and the self-service password reset will be operational.