Troubleshooting Login Issues

This article provides troubleshooting guidance for the most common login issues encountered when accessing the Softools platform. Follow the relevant section below to identify and resolve your issue.

If you would like further assistance after reading this article, then please perform the pre-support checks before raising a support request.

• TROUBLESHOOTING - Login Issues Guide
• PRE-SUPPORT - Additional Checks Before Requesting Support
• SUPPORT - Further Assistance

Note: If you know who your Softools Administrator is then please ask them first for further assistance. We will need their authorisation for resolving account queries and so contacting them first can avoid any delay in resolutions.

Login Issues Troubleshooting Guide

• Username and Password Are Incorrect
  • 1. Confirm the Account Has Been Verified
  • 2. Verify the Username
  • 3. Reset Your Password
  • 4. Confirm the Account Exists
• Forgotten Password
  • For Users
  • For Softools Administrators
• Account Still Needs to Be Verified
• Account Blocked
• SSO Login Issues
  • Use Email Address Instead of Username
  • Check if the Account Is Blocked
  • Check the Authentication Directory
• Invalid Hostname Error Message
  • Typographical Errors
  • Site Has Not Been Created (Common for ABC Sandbox Sites)
  • Hostname Changes
• Browser Issues
  • Check Browser Requirements
  • Service Workers Must Be Enabled
  • Firewall or Network Restrictions
• Additional Checks Before Requesting Support
• Further Assistance

Username and Password Are Incorrect

If you receive a “WRONG USERNAME OR PASSWORD” error when attempting to log in, check the following:

1. Confirm the Account Has Been Verified

• Newly created accounts require verification before login is permitted.

• Check your inbox for an email from no-reply@softools.net and follow the verification instructions.

2. Verify the Username

• Confirm that the username has been entered correctly,

• In some configurations, usernames may be disabled, meaning you must log in using your email address instead. This could have been introduced if you could log in previously.

• Check with your Softools Administrator to confirm the username or email address on your account if in any doubt

3. Reset Your Password

• If you are unsure of your password, use the Forgotten Password link on the login screen to reset it.

• A password reset email will be sent if the email address is valid.

4. Confirm the Account Exists

• If you have not received a verification email, do not receive a password reset email and cannot log in, check with your Softools Administrator to confirm that your account has been created.

Forgotten Password

If you cannot remember your password, you can reset it using the password recovery feature.

Note: For SSO Connections Softools only uses your email address, authentication with any password requirement is via SSO so to reset that password please contact your IT department who will be able to help you.

For Users

1. Select the 'Don't remember your password?' link on the login screen.

2. Enter your registered email address.

3. If the email address is valid, a password reset email will be sent with instructions.

For Softools Administrators

Softools Administrators can initiate a password reset on behalf of a user:

1. Open the 'Don't remember your password?' feature.

2. Enter the email address of the affected user.

3. The system will send the password reset email to that user.

Account Still Needs to Be Verified

New user accounts must be verified before login is allowed.

• A verification email will be sent from no-reply@softools.net.

• Follow the instructions in the email to activate your account.

If you cannot find the email:

• Check your spam or junk folder.

• Ask your administrator to resend the verification email.

Note: If your organisation uses SSO or Self-Registration, this verification step may be handled automatically.

Account Blocked

If your account appears to be blocked or you cannot access the platform even with correct credentials:

• The account may have been deactivated.

• Your organisation may have enabled an SSO connection in which case Username & Password is no longer a valid method and you must enter your email address to authenticate via SSO.

• Contact your internal Softools Administrator to confirm whether your account is still active. If it is not, they can reactivate if appropriate to.

SSO Login Issues

If your organisation uses Single Sign-On (SSO), login issues may occur if the authentication process is not triggered correctly.

Use Email Address Instead of Username

• Enter your email address on the login screen rather than your username.

• This ensures the platform recognises your organisation’s SSO configuration and redirects you to the correct login provider.

Check if the Account Is Blocked

• If your account has been deactivated, SSO authentication will fail.

• Contact your internal Softools Administrator to confirm that your account is active.

Check the Authentication Directory

• Ask your organisation’s SSO Administrator to confirm that your account exists and is active within the authentication directory used for SSO.

Invalid Hostname Error Message

An Invalid Hostname error typically occurs when the URL used to access the site is not recognised.

Possible causes include:

Typographical Errors

• Check for spelling mistakes in the URL or shared link.

• Try navigating to the Root URL without any paths and see if the hostname exists (i.e. without any '/' characters in the later parts of the URL). This is typically in the form:

  • https://{{tenant}}.on.softools.net

Site Has Not Been Created

• The site may not yet exist.

• This is common when accessing new or sandbox environments, such as ABC sandbox sites.

Note: ABC Users on personal sandbox sites. Check that you have triggered the site creation from your Learner Profile. This will create and invite you to your Softools site.

Hostname Changes

• The hostname used to access the platform may have changed.

• Additional hostnames can be added or removed, and these changes may require updating bookmarks or shared links.

If you are unsure, confirm the correct hostname with your administrator.

Browser Issues

Login issues can sometimes be caused by browser compatibility or network restrictions.

Check Browser Requirements

Ensure that your browser meets the minimum supported requirements for the Softools platform.

Service Workers Must Be Enabled

Softools requires Service Workers to function correctly.
If Service Workers are disabled or unsupported in your browser, the platform may not load or authenticate correctly.

Firewall or Network Restrictions

If you are accessing Softools from a corporate network, a firewall or security policy may block required services.

If this occurs:

• Contact your IT department

• Ask them to check for network or firewall restrictions affecting the platform

Additional Checks Before Requesting Support

If you are still unable to log in after following the troubleshooting steps above, please complete the following checks before contacting support. These checks help determine whether the issue is related to your browser, device, or network configuration. It can also provide the solution required such as updating the browser or clearing cookies.

1. Check Your Browser and Version

Confirm which browser you are using and its version. See whether your browser meets the minimum requirements for the Softools platform.

2. Try Logging in Using Another Browser on the Same Machine

Attempt to log in using a different browser on the same device. For example:

• If you are using Chrome, try Microsoft Edge.

• If the login works in another browser, the issue may be related to:

  • Browser configuration

  • Cached data

  • Extensions or security settings

3. Try Logging in From Another Machine

If possible, try logging in using Microsoft Edge on a different device. This helps determine whether the issue is specific to:

• Your local machine

• Your browser configuration

• Your user account

4. Check for Differences Between Machines

If other users can log in successfully but you cannot, check whether your machine differs in any of the following ways:

• Corporate firewall or security policies

• Different internet connection or network

• Additional security software

• VPN usage

These factors can sometimes block required platform services.

5. Try Using a Private / Incognito Browser Window

Open a Private or Incognito window and attempt to log in again. Examples:

• Chrome: Incognito Window

• Edge: InPrivate Window

• Firefox: Private Window

This test bypasses stored browser data such as:

• Cookies

• Cached files

• Session data

If login works in a private window, the issue may be related to cached data or cookies in your normal browser session.

Further Assistance

If you continue to experience login issues after following the steps above, contact your Softools Administrator if known or Softools Support and provide:

• The URL you are trying to access

• If your Organisation uses SSO Login

• Your username or email address

• The error message displayed

• Your browser and version

• Whether the issue occurs on multiple browsers or devices

• If you are accessing with a VPN, with known Corporate Firewalls or added security software.

• A screenshot of the issue, if possible

Providing this information will help the support team diagnose and resolve the issue more quickly.