Unable to Log In to SRM - Unable to Locate Login Confirmation Email

How to address issues with an Operator being unable to log in to Texada SRM due to being unable to locate their login confirmation email.

Issue Description

This issue is characterized by an Operator being unable to log in to Texada SRM due to being unable to locate their login confirmation email.

When an Operator attempts to log in to Texada SRM, they may be prompted to confirm their login via an email sent to the address on their Operator account. This is a two-factor authentication security measure triggered by one of the following conditions:

• The Operator is logging into SRM for the first time.
• The Operator is logging into SRM from a new physical location or a new machine.
• The Operator has cleared their browser cache/cookies, requiring reauthorization.

When one of the above conditions is met, the “Login from A New Browser” pop-up window will appear after the Operator enters their Operator ID on the Texada SRM login screen. The Operator can then click the “Send Link” button to send a login confirmation email to the address shown.

If, for whatever reason, the Operator is unable to locate the login confirmation email, they will be unable to login to Texada SRM. When this occurs, you can follow the steps below to manually bypass the email authentication process.

Resolution

The resolution of this issue requires cooperation between two different SRM Operators: the Operator who is unable to log in and another Operator who is able to log in and has access to the Double Layer Security List function under System Settings.

As the Operator who is unable to log in

1. Navigate to the Texada login landing page and locate your Session Identifier. This is an eight-digit alphanumeric code with the format ####-####. It can be found in the bottom-right corner of the “MY SRM INSTANCE” window:
   
2. Communicate your Session Identifier to the Operator who is able to log in. They will need it in order to grant you access to SRM.

As the Operator who is able to log in

1. Log in to Texada SRM and navigate to System Maintenance → Configure System Settings → Security → Double Layer Security List.
   
2. Click “Add” to open the “Add A Session Identifier” window. Enter the Session Identifier provided to you by the Operator who is unable to log in, then click “Accept”.
   
3. Click “Accept” again to close the Double Layer Security Safe List window.
4. Contact the Operator who was unable to log in and confirm that they can now access SRM.