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Troubleshoot login issues

If users are unable to log into the Collaborator Portal, you may troubleshoot and resolve the login issues as follows:

  • Check that access to Salesforce is not restricted to IPs in specified login IP ranges.

    1. In Setup, search for and select Session Settings.

    2. Under Session Settings, ensure that the "Enforce login IP ranges on every request" checkbox is not checked. Modify the setting as needed.

  • Check that there are no login IP ranges specified in the users' profiles. The login IP range setting is used to restrict IPv4 addresses, not IPv6 addresses, which the users may have.

    1. In Setup, search for and select Profiles.

    2. Select the profile(s) of the users who are unable to log into the Collaborator Portal.

    3. Under the Login IP Ranges section, delete any existing records.