Platform Access | Login Issues

This section offers solutions to common access or login issues. If the problem persists, submit a Service Request (SR) to 3DS.

 

Sorry, Access Denied

 

You have not been invited to the platform, Please ask the platform Administrator for an invitation

Probable Cause:

  • As the error suggests, users face this problem when they are not invited on the platform.
  • You are not invited with the correct email address (look for typos)

Probable Solution:

  • User facing the issue should contact the administrator to be invited.
  • If he is already invited, then confirm the URL if it is the correct one. Check with Administrator for the correct URL.
  • Check if you are invited on the correct email address.
  • Remove the pending invitation and Re-Invite user

 

You are currently logged in as | You have not been granted a 3DEXPERIENCE License

Probable Cause:

  • First access to tenant through "Get Started" email (a.k.a. 'OTT link') has not been performed.
  • Your 3DSwymer license (IFW) is expired 
  • This error usually occurs when the user is invited in Cross Company Collaboration. Cross company collaboration works when User 1 uses his license from Tenant A to login to Tenant B (Without consuming license on Tenant B)

Probable Solution:

  • To activate the tenant and consume the OTT user should use the link received in the first "Get Started" email.
  • Admin to make sure 3DSwymer licenses are valid
  • Confirm that user has Role and License assigned on at least 1 tenant. (Tenant A) 
  • Make sure the option "Restrict Usage to this Platform" option is disabled on Tenant A

 

Ticket has already been consumed

Probable Cause:

  • This error occurs user is using the One-time Ticket (OTT) link to the platform after it has already been consumed.

Probable Solution:

  • Make sure you are logging into one of the URLs below
    • https://--ifwe.3dexperience.3ds.com​​​​
      • r1132100000XXXX - Tenant ID
      • Region (Example - eu1, us1, usw1..)
      • This is the tenant specific URL (Recommended)
    • https://eu1-ifwe.3dexperience.3ds.com​​​​
      • This is the generic login URL

 

Error at Login 

 

Incorrect username/email or Password

Probable Cause:

  • As the error suggests this problem occurs when 3DX cannot confirm the username and password

Probable Solution:

 

Log in stuck in Account information page, Cannot navigate to the platform. Clicking on Update does nothing

Probable Cause:

  • The URL being used to log in is incorrect. As seen in the screenshot, the user is using the "My Profile (eu1.iam)"  URL.

Probable Solution:

 

Multiple Relationships found for RO (UserRole,From IFW--R113210000XX1 to R113210000XX2

Probable Cause:

  • This issue occurs when trying to remove user from a tenant XX1.
  • Here user is in a multi tenant environment and is using cross company functionality to log into 1 or more tenants.
  • In this example: IFW license is used from R113210000XX1 to get onto R113210000XX2 and therefore when trying to remove user from R113210000XX1 we get the error.

Probable Solution:

  • Remove the user from R113210000XX2 first or grant IFW license to the user on tenant  R113210000XX2 which will disconnect the link between R113210000XX1 & R113210000XX2 
  • Remove the user from R113210000XX1