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Community Advisor

I know this is an older thread, but I did want to share some things I've learned along the way related to this issue:

  • Make sure the user is NOT using any iteration of MS Internet Explorer, including Edge.  IE does not play well with Adobe Analytics, so I would highly recommend using Chrome, Firefox, or Safari.
  • "Resetting" someone in the Admin Console sounds different than the actual procedure.
    • When it was possible to manage users in Adobe Analytics itself, an Admin could go into User Management, reset the user's password, and then make sure an e-mail was sent to the user when the Admin saved their profile.
    • Today's process is NOT intuitive.  If you need to "RESET" a user having issues logging in or they have lost their email invitation, do the following:
      • Log into the Admin Console and click the USERS link.
      • From there, search for the user you need to reset.
      • Place a checkmark next to the user and then click the button to Remove User.
      • Confirm the user's deletion.
      • From this point, create the user again like you would a brand new user and assign them to the appropriate Product Profiles they need.
      • The user should receive a new welcome email (which will likely go to spam).
      • Unless your organization uses Federated IDs*, your user will need to set up an Adobe ID with a login ID that matches the email address you used to create their account.
      • If the user still encounters the looping issue, I would then recommend submitting a ticket to Customer Care and coordinate with your organizations technical support group if necessary.

*For Federated IDs (Enterprise Login), I recommend working with your CSM/TAM/Adobe Consultant to ensure proper setup.