Messages and troubleshooting

Message table

Situation	Message shown	What to do
Wrong username, workspace or password	Login ou mot de passe incorrect	Check all three fields, especially the letter case and the Espace code.
Server unreachable or network error	Connecting error	Check the internet connection, try again, then contact support if the problem persists.
Passwords do not match when resetting	Les mots de passe ne correspondent pas.	Type the same password in both fields.
Password too weak when resetting	Le mot de passe doit contenir au moins 8 caractères, une majuscule, une minuscule et un chiffre.	Review the complexity policy.
Reset failed	Une erreur s'est produite lors de la réinitialisation.	The link received by email has probably expired or been used already: request a new reset.
Forgotten password	—	Use the Mot de passe oublié ? link to receive a reset email.

Checks to make before calling support

1. Is the Espace code correct? The same username can exist in several workspaces; this is the most common reason a sign-in is refused.
2. Is Caps Lock on? The password is case-sensitive.
3. Is the account still active? An administrator may have disabled it or changed its rights.
4. Are the other users of the workspace signing in normally? If not, the problem is more likely on the server or the network side.

Particular cases

I am signed in but a module has disappeared from the menu

The side menu only shows the modules your rights allow. If a module has disappeared, an administrator has probably changed your privileges. See Modules opened according to your rights.

The sign-in screen keeps coming back

The session has expired or the token is no longer valid. Sign in again; if the problem repeats, contact support.

Contact

Support: contact@nervagest.ma