Sign-in / Login Issues
Issue: User is unable to login and access to Door James.
This article also applied for user's requesting password reset.
Error: Your sign-in was blocked. Can’t login into account. It says additional information required.
- We had a lot of CGI tickets, complaining about login to Door James due to Microsoft Pop-up. It seems Micrsoft Azure AD is asking to validate the user's profile in the Microsoft Account for Security reasons.
- Send out below explanation to users:
Please proceed with the following steps:
(1) Click on "additional information" in the Microsoft Popup, you will be redirected to the Microsoft Azure AD page of your CGI Microsoft Account.
(2) In this view, you should validate your telephone number and e-mail ID and other settings, such as multi factor authentication.
(3) You can adjust them, if necessary, or just confirm them. Microsoft will then save the settings and you should be forwarded to the Door James Application.
We appreciate your patience and understanding and assure you that we are committed to providing you with the best service. Your satisfaction is our top priority.
Hence, should you have further queries or require additional information, do not hesitate to reach out to us.
Thank you for placing your trust in our company.
After confirming the personal details, the Microsoft page is forwarding the user to the Door James App.
Note :
- Never suggest CGI related options to non-CGI users.
- Always check user's information .
Assumption:
100% of our clients are using AD Integration for sign-in. Hence, the suggestion can be for the user to check to reset their company credentials Microsoft password, with which they are logging in to Door James.
New Template:
Since Door James is integrated with your corporate Active Directory to utilize the existing Single Sign On method, you are not able to reset your password within Door James. Our suggestion is to contact your corporate service desk.
Reference: https://help.doorjames.com/admin/admin_ticket.php?track=APT-41R-T2AM&Refresh=38287