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Login Troubleshooting

Having issues signing in or accessing an app? This page contains some tips and solutions for troubleshooting common issues!

If you are seeing this error:

Login Failed

Check your username, password, and CSI Cloud ID and try again. Contact CSI if you need additional help.

Check the following:

  • Ensure you can sign in to your iMIS Staff Site, Desktop, or RiSE site using the same credentials.

  • Check that you are using the correct Cloud ID. This is typically "ABCIMIS" where "ABC" is your organization's acronym. If you have forgotten your Cloud ID, you can contact CSI support and we will send you your Cloud ID.

If you are seeing this error:

Login Failed

This account is temporarily locked. Please try again in n second(s).

Your account has been temporarily locked out because of too many failed login attempts.

You must wait for the number of seconds listed in the error message before logging in again.

Successfully logging in will reset your number of failed attempts.

If your account is locked out, do not repeatedly attempt to log in as this will only increase the lockout time. Instead, CSI recommends that you:

  • Attempt to log in to iMIS with the same credentials to verify that your username and password work there

  • Reach out to your IT provider for assistance if you are unsure about your credentials

  • Reach out to CSI Support if you are unsure about what your Cloud ID is

If you are seeing this error:

Login Failed

The login request appears to have been blocked by a firewall or other network appliance. Please contact your hosting provider and provide them this log ID: [Log-ID-Here]

This error is due to a Web Application Firewall, or other network appliance, blocking the login request.

If you are on iMIS Cloud, or otherwise hosted by ASI, please open an SMR for a hosting issue, and provide them with the log ID you received in the error message.

If you are seeing this error:

Login Failed

Your user account is missing the required 'RemoteService' role. Changes take up to 24 hours to take effect.

On certain iMIS systems, it may be necessary to enable the "Remote Service" role on each user account that needs to log in to the CSI Cloud Dashboard, or use any CSI Cloud products. To add this role to a user in iMIS:

  1. Sign in to the iMIS staff site

  2. Navigate to Community > Security > Users

  3. Change the query in the dropdown to "Users"

  4. Search for the user

  5. Click the record in the search results

  6. Under the "Roles" section, click "Add role"

  7. Check the "RemoteService" role and click "OK"

  8. Scroll to the bottom of the user record and click "Save"

Changes take anywhere from 15 minutes to a few hours to take effect. This is an iMIS limitation.

To speed up the cache update, you can try navigating to the "About iMIS" page and clicking Purge System Cache. Then try logging in again.

If you do not see the RemoteService role in the list of available roles, please contact CSI for support, and we can help you add it.

Application Access Issues

If you are having trouble accessing one or more apps, please check the following:

  • Sign in to the Cloud Dashboard with an administrator account, navigate to Account > Assign users, and verify that the user is listed under the app that they are trying to access.

  • Verify that the subscription for the app is active by navigating to Account > Billing information. The Subscription status for the app should read Active.

Other Issues

If you are experiencing any other issues, please do not hesitate to reach out our wonderful, talented support team:

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