Skip to content

Operator Cannot Log In

If a Volgistics System Operator reports that they cannot login, the organization's Volgistics Administrator (or another System Operator who can login and who has access to the Setup menu) should perform the following System Operator check:

  1. Choose Setup from the menu.
  2. Expand System Operators

  3. Click on the name of the System Operator who cannot login. If this person's name does not appear on the list, there are two possible reasons.

    1. They have not been setup as a System Operator yet (and therefore cannot login to the system). In this case, you should add a new System Operator for this person.

    2. The System Operator who is looking for the other operator is a Site-Level Operator or Multi-Site Level Operator who is not associated to the same Site as the Operator they are looking for. Site-Level Operator's can only see Operators assigned to the same Site as they are. Multi-Site Level Operators will only see Operators that are associated with the Site the Multi-Site Level Operator is currently associated with.

    If the name of the person who cannot login is listed, click on their name so their System Operator page appears.

  4. Make a note of the email address as it appears in the Email address field. This is the email address the System Operator must use when they login. Email addresses are not case sensitive (capitalization does not matter).

  5. To make sure the password is not a problem, either ask the System Operator to reset their own password, or follow the directions below to assign a new password to the operator.

    Enter a new password in the Password and Confirm password fields. Make a note of the new password. This will be the password the System Operator must use to login.

    To ensure strong password protection, it's best that the System Operator change their password once they have logged in. You can check the box next to Operator must change their password when they login next to require this.

    Protect Your Account with Strong Passwords!

    Volgistics takes the security of your data very seriously and follows industry best practices to make sure the system is safe. However, industry experts agree that the greatest threat to security is often the human factor presented by using easy-to-guess passwords. You can help prevent this by having Operators use passwords that meet these standards:

    • Are not simply a word (or string of words) found in the dictionary.
    • Contain upper and lower case letters.
    • Contain numbers as well as letters.
    • Contain symbols (such as $, &, or *) as well as letters.
    • Are adequately long. Many feel that passwords should be 14 characters or longer to be secure.
    • Are unique to Volgistics. You should not use the password you create for accessing Volgistics at any other website.

    You can set password strength requirements on the System Operator Ground Rules page. For even greater security, you can turn on two-factor authentication so a single-use code is required after the password to log in to the account. See the Getting Started With Two-Factor Authentication help topic for information on setting this feature up.

  6. Check the settings under the Rights heading.

    1. Locate the checkbox for Block this operator's access to the system. If this checkbox is checked, this System Operator will not be able to login from any computer. Uncheck this checkbox if you want this System Operator to be able to access the system.
    2. If Login allowed only from computers that use one of these Internet addresses: is checked, this System Operator is allowed to access the system only from the computer or network that has the IP address(es) listed. If you want this System Operator to be able to access the system from any computer, select Login allowed from any computer on the Internet instead.
    3. If your account uses the two-factor authentication (2FA) feature, review the Use two-factor authentication setting. Make sure this box is checked if the Operator is required to use two-factor authentication when logging in or uncheck this box if it is not required for them. The Status information will indicate the authentication methods this Operator is set up to use. If the indicated methods are no longer correct, you can click the Reset button to set the authentication method back to Email only.

  7. Click the Save button to save the System Operator profile.

  8. Give the System Operator the nine-digit account number; the email address exactly as you noted it in Step 4; and the new password you created for them in Step 5 if you opted to give them a new password. Ask them to login again by visiting www.volgistics.com, selecting Login from the menu at the top of the page, and entering the credentials you've given them.

Still Cannot Login

If you've followed the steps listed above and the System Operator still cannot login, check these things:

  1. If a System Operator cannot login it is likely that they will receive a login error message. Ask them what this message says. Asking them what this login error message is may lead you to the cause of the login problem.
  2. If the Operator is set up to log in with two-factor authentication (2FA), they will need to enter a single-use verification code after logging in with their account number, email address, and password. Check with the Operator to make sure that they are retrieving their verification code correctly (as indicated by the Status mentioned in step 6C above).
  3. As a security measure, Volgistics will block access from computers or networks that make repeated attempts to login using invalid account credentials. It is possible that this System Operator triggered this kind of security block.
  4. System operators log in by selecting Login from the menu at www.volgistics.com, not from your VicNet link (if you use VicNet). Be sure the System Operator is going to www.volgistics.com and selecting Login from the menu at the top of the page to login.