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users unable to access AMS (but can access OneNet)

users unable to access AMS (but can access OneNet)

Feb 19, 2014

Symptom:

SCI password works for OneNet and Outlook, but does not work for AMS

Diagnosis:

  1. Find out the version of internet explorer they are using to access AMS

  2. Ask them to delete their browsing history, temporary internet files and saved passwords

  3. Ask them to provide details of what options they are selecting and what they are seeing as a result. Also ask them to provide screenshots wherever possible. 

Cause:

The users could be entering their login credentials incorrectly. 

Resolution:

The best way for a user is to enter their full email address as username. Also, please ensure that they are not entering incorrect username combinations. (eg. SC\firstnamelastname, or SAVETHECHILDREN\firstnamelastme)

If possible, organize a Lync call with them and ask them to share their screen with you (you can also use skype if lync is not available)