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Questions to Ask Users When They Can't Log In

  • March 20, 2025
  • 1 reply
  • 50 views
DavidKranz
Novice I

Some of our users are reporting the “Error - sign in not possible” error when trying to access Docebo. I am looking for best practices to help troubleshoot.

When assisting users, I verify their login credentials, and ensure their account is active. However, I am not an IT expert, so I want to make sure I am covering all possible causes.

Are there specific questions I should be asking users regarding browser settings, network issues or other factors I might not be considering? What additional troubleshooting steps would you recommend?

Thanks in advance for your insights!

1 reply

N
Docebian
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  • nick.tosto
  • Docebian
  • March 21, 2025

I’d say they’re pretty minor but you could also confirm the following:

  • Have they hit the maximum number of failed login attempts? (if they’ve tried and failed to login x number of times, they’ll be locked out for 10 minutes. x is set in Advanced Settings)
  • Has your company configured your domain to only be accessible from the company network? if so, you may need to confirm VPN access.
  • Does the user meet the system requirements as outlined here? https://help.docebo.com/hc/en-us/articles/360021001819-System-requirements
  • If you have Extended Enterprise, is the user attempting to log in to the correct domain?
  • Since both username and password is case-sensitive, is the correct case being used?
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