Troubleshooting login problems
You may encounter problems when you try to sign in to Lumen Connect. For example, if you know you're entering the correct username and password, but keep getting an error message. Or, if you enter your login credentials, but the button grays out and becomes unclickable. These issues are fixable—often without having to contact Lumen.
Problems with login credentials
If you've forgotten your login credentials, you can retrieve your username and password. (If needed, as part of the retrieval process, you can reset your password.)
If you're certain the username and password are correct, the problem might be how you're entering the information.
- Are you copying and pasting your username or password? If so, that could be why you're experiencing troubles. When a username and password is copied, extra spaces may be included and inserted as part of the login credentials. With the extra space, Lumen Connect won't the username or password, and you get an error message. If this is the problem you're experiencing, manually typing in your username and password should solve it.
- Are you relying on your browser to enter your password using stored information? Stored passwords usually don't work with our systems. We recommend manually typing in your Lumen Connect password, rather than relying on your browser to retrieve it.
Problems with your browser
If your login credentials are correct, the problem could be with your browser. If Lumen Connect is running slowly, that could be a browser problem, try the following:
- clear your browser cache, history, and cookies
- try using a different type of browser (e.g., Chrome, Firefox)
- update the browser version you're using
If you're on the Lumen Connect login page and the CONTINUE button doesn't take you to the authentication page (where you can type your username and password), you may need to enable Javascript in your browser. Lumen Connect uses Javascript many places—including through authentication. Need help enabling Javascript for your browser? Try these resources:
If none of these things work, close your browser and restart it.
Problems with a deactivated user profile
If it's been a while since you last signed in, your Lumen Connect user profile may be deactivated. For security purposes, Lumen Connect deactivates user profiles after six months of inactivity and emails you 30 days before to remind you that your profile will be deactivated. (You can keep your profile active if you sign in every six months.) If your user profile is deactivated, your system administrator can reactivate your user profile for you so you can sign in again.
Note: Lumen Connect deletes profiles after twelve month of inactivity. If you're having trouble signing in, contact the Lumen Connect system administrator for your organization to verify your user profile still exists and is in Active status. If your user profile was deleted due to inactivity, a Lumen Connect system administrator can create a new one for you.
Problems with a locked user profile
After several unsuccessful login attempts, Lumen Connect locks your user profile for security purposes. This is a preventative measure against unauthorized people accessing Lumen Connect with your credentials. If your user profile is locked, you'll receive an email with instructions on how to proceed. Wait for the time period specified in the email you receive, then try signing in again. If you're unsure of your username or password, you can retrieve either (or both) yourself.
Problems with your network
Sometimes login problems have to do with your IP address. For instance, if you work for a government agency and have tried the things mentioned in this article without success, you should consult your IT department. The problem may be that your computer was temporarily disconnected from your network. Resetting, or renewing, your static IP address could solve the problem.
