procomms: To log into a Customers account to see if working

Red Admin/Desktop:  https://eu-app.rantandrave.com/

Blue admin:  https://prod-eu-admin.rantandrave.com/communications-admin/index.jsp

logged in an account working/not working

To check to see if a procomms account is working/not working you will need to log into their account - either they provide you with the details (never ask for their password) or you find those details in the RA application

First it is a good idea to see if they are locked

Go to Red Admin

• Go to Monitoring on the left menu
• Maintain Subscriber
• find the subscriber (Company) details in the box in the middle which has a drop down arrow
  
  
  
  
• Then go to Administration
• Users
• Update a user
• Put in their username if provided or their name
• Click on find
  
  
  
  
• Click on the pencil against their name on the right
  
  
  
• This will bring you into their account
• scroll down to look for Locked Out and make sure the Blue Radio button against no is showing
• If not click this and scroll to the bottom and save - this will have unlocked the account
• This may have been the issue so then follow the steps below to find their log on details and log in as that person
  
  
  
  

To find the log in details in RA

• Go to the RA application with url https://eu-app.rantandrave.com/
• Enter the company and users surname or their mobile number (if it is registered) in the boxes provided
  
  
• Click on the persons name
• This will get you into the RA view of their account (this doesnt mean that their log in details are working)
• In the menu go to User Settings
• Then Display User Settings
• You will then see the Username and Password
  
  
• Next open up a desktop window https://eu-app.rantandrave.com
• Put in the User name and password and log in
• If this works the the account is live and working and not locked
  • If it is locked then follow the process to unlock Procomms accounts
    

To find log on details in Blue Admin

Go to Blue Admin and enter your log on details

• Go to Manage Users
• Either enter the username if that is what is given or the company and the users surname and or firstname
  
  
• This will bring up their name and the company they are in 
• click on the pencil against the correct person and that will bring up their log on details
  • Please note that if a customer has changed their password Blue admin MAY hold an old one in which case this will not work when you try to use them to log in)
    
    

To Log in as the customer would

• Go to Desktop
• Enter the username and password in
• Click enter
  • If you are able to log in then there is no issue with the account
  • If you are not able to log in then see what the error is showing as this is what the customer would also see when they try to log in
  • Try to troubleshoot that issue with the relevant KCS article