Portal Troubleshooting
Overview
This page is for helping resolve common issues when customising the:
- End User Portal
- Sign Up Portal
- Service Activation Portal
I cannot see my portal logo and haven't modified my login or base template
In May 2016, we modified the way our system refers to the End User Portal logo that you upload via the Cumulus UI.
Some customers may have a custom/edited template and therefore may still be using the old Smarty variables.
- In order to have your logo visible, simply add the Smarty variable {userportal_logo} where you wish the logo to appear.
The default location in the Login template is <h1> tag (as there is some hard-coded CSS that positions and styles the image for you).
Login template default example;
<div id="Body">
<div id="Header">
{strip}<h1>{userportal_logo}</h1>{/strip}
</div>
My End Users Cannot Log In (and I have multiple end user portals)
The most common reasons for an end user not being able to log in are;
- An incorrect password (user can simply self reset if the Forgotten Password feature is enabled), or
- No portal username has been created (See how to set one up here)
In the event that a service provider has more than 1 end user portal configured, the "login suffix" for EACH portal must match the service provider account attribute "Cumulus User Suffix" - set by Emersion during on-boarding - and may not necessarily be related to the secondary portal hostname/URL or "brand" in any way.
For example, you may have the following portals configured by Emersion in the following fashion;
| Portal URL | Login Suffix | Username Example |
|---|---|---|
| myaccount.sample1.com | sample1.com | some@user.com@sample1.com |
| myaccount.otherdomain.com | sample1.com | another@user.com@sample1.com |
| myaccount.lastdomain.com | lastdomain.com | sample@user.com@sample1.com |
In the above table, (and assuming end users are NOT using the login suffix to login).
The last example in the list would have login issues with it's current configuration. The username sample@user.com would not be able to login to the portal at myaccount.lastdomain.com as the "Login Suffix" of the configured portal does not match the Cumulus User Suffix account attribute (in this example, being sample1.com).
The reason for this is due to Cumulus Users being tied with the Cumulus User Suffix account attribute.
- If you see this configuration, submit a support ticket to Emersion Support and they will make the necessary changes to allow the user to login correctly.
