Triage the Issue
Request a screenshot of the login error/message if you have not already done so - this can help you verify what page they are trying to log into:
- Scenario A:the login page has an Allstate Logo / Blue Login Screen
- Root Cause: Allstate Enterprise SSO / Azure / Network issue.
- Action: STOP! Refer the user to the Allstate Internal IT Help Desk. Cotality cannot fix Allstate's internal credentials.
- Scenario B:the login page has a Cotality Dispatch Logo / White Screen / Error Message
- Root Cause: Cotality Account Mapping or App Error.
- Action: PROCEED to Login Troubleshooting
Account & Permission Logic
Use the Dispatch Admin Tool to verify the following in order:
- Email Format: Confirm they are using ntid@allstate.com.
- Warning: The app will fail if they use firstname.lastname@allstate.com.
- Admin Role: Search for the NTID in the Users table. Is it there?
- Resource Link: Is that User record linked to an active record in the Resources table?
- Duplicates: Search for the NTID again. Deactivate any duplicate "Test" or "Dispatcher" profiles that aren't for the mobile app.