User management

What to do if a user is unable to log in with a Thomson Reuters Account

A user may report that they cannot log in to HighQ with a Thomson Reuters Account.
A System Administrator should follow these steps to determine the cause of the problem and the appropriate solution.

Gather Information

Ask the user to provide the following three pieces of information:
  • The email address they are entering on the login page. If the user has multiple corporate email addresses (like jsmith@acme.com and john.smith@acme.com), it is possible that the user was invited with one email address but is attempting to log in with the other.
  • The name of the site to which they were invited.
  • The response they see when they attempt to log in.

Troubleshooting

First, check if the HighQ instance has been upgraded to a Thomson Reuters Account. You can find out more about this here: https://www.thomsonreuters.com/en-gb/help/highq/account-set-up/tr-account/authenticating-with-a-thomson-reuters-account.html
How to Access Your customised HighQ Login Page
If your customised HighQ login page is not appearing when you enter your instance URL, follow these steps:
  1. Ensure you're using the correct URL format: Add '
    /LoginRequiredPage.action
    ' to the end of your HighQ instance URL.
    Format: 
    https://[your-instance].highq.com/[your-instance]/LoginRequiredPage.action
    Example: 
    https://myhighqinstance.highq.com/myhighqinstance/LoginRequiredPage.action
  2. Common issue: If you omit '
    LoginRequiredPage.action
    ' from the URL, you may be redirected to the generic Thomson Reuters Account login page instead of your customised one.
  3. Troubleshooting:
    • Double-check that you've entered the URL correctly, including the '
      /LoginRequiredPage.action
      ' suffix.
    • Ensure that a customised login page was set up during your onboarding process.
    • Clear your browser cache and cookies, then try to access the page again.
  4. Still having issues? If you continue to experience problems accessing your customised login page, please contact HighQ support for further assistance.
Generic Thomson Reuters Account Login page
Exampe of a Customised Login Page
How can I set my first password for my Thomson Reuters Account?
To set up your first TR Account password, you must use the self-service reset password feature:
  1. Access your HighQ Collaborate login page,
  2. Enter your email address,
  3. Once redirected to the TR branded login page, select reset password and follow the steps.
How do I reset my password?
Use the self-service reset password feature to reset your Thomson Reuters Account password:
  1. Access your HighQ Collaborate login page,
  2. Enter your email address,
  3. Once redirected to the Thomson Reuters branded login page, select reset password and follow the steps.
What happens if too many attempts to log in are unsuccessful?
If there are too many failed login attempts, the user receives an email alert indicating that their account has been locked for security reasons.
To unlock the account, the user must use the self-service password reset. The account can be unlocked by following the instructions in the self-service alert email triggered by the system, or by resetting their password.
Invalid login or no access after authentication
If the user can authenticate successfully but then is not allowed in the HighQ instance, it may be due to permissions or the security settings on the instance. The system administrator should follow these steps to identify the problem.
Step 1: Determine if the user has an active account with the provided email address
The system administrator or the system user admin should search for the user in the
User admin
 page of
System Admin
. Search using the email address provided by the user, with the Active Status filter selected:
If there is a matching result, then the user has an active account with that email address. In this case, there are two possible issues:
  • Most likely, the email domain of the user's email address is not active. Use the Org admin features (access required) to determine if this is the case and, if so, activate the domain:
Step 2: Determine if the user has an account with a different email address
If no match is found for the user using the search criteria above, attempt to search for the user by name, email domain or some other way, but keep the Status field set to "Active." If a match is found, compare the email address listed with the email address provided by the user. They should be different, which means the user was attempting to log in with the wrong email address.
In that case, ask the user to log in using the email address shown on the user search result page.
If no match is still found, search for the user but set the search Status to
Archived
. If a match is found searching that way, then (a) the user is using the wrong email address and (b) the user's account was deactivated. In this case, first activate the user's account (if appropriate); select the box next to their name in the search results and select the
Active
 button:
Take the steps noted above and either ask the user to log in with the email address associated with their account or the System Administrator can change the user's email address to match the address the user entered.
Step 3: Determine if the user has an archived account with the same email address
If no match has been found with the search Status set to
Archived
, search for the user with the email address they now use. If a match is found, then the user's account is deactivated. In that case, activate the user's account (if appropriate); select the box next to their name and select the
Active
 button. Then ask the user to attempt to log in again.
Step 4: The user is self-registered
It may be that the user is a self-registered user, to confirm if this is the case please search in the
Self-registered users
 section in User administration:
Step 5: The user does not have an account
If, after following these steps, there is still no record of the user, the most likely conclusion is that the user never had an account in the first place.
Ask the user to forward the email invitation they received to access HighQ. If an invitation can be found, then contact HighQ support to investigate the issue further, as the invitation implies that the user should have an account.
Otherwise, the Site Administrator for the relevant site should invite the user to that site (thereby creating an account for the user),
only if
 the user should have access to that site.

This article applies to:

  • Product: HighQ
  • Subject: User account