New users unable to register accounts in Lansweeper cloud

[danaem]

For some reason, new users that are trying to register their accounts in our Lansweeper cloud instance are unable to do so.  They get the initial invitation email, but when they click the "JOIN NOW!" button, it takes them to what appears to be the standard login screen with a username and password field, not the expected screen where they need to create and enter their password twice, and continue with new account registration, etc.  It seems to be acting as though the account already exists, if they try to enter a password, it says that the credentials are invalid, even though they never were able to complete registration.  Has anyone else seen this behavior?

[ddavis]

Hi....were you able to resolve this issue?  I am encountering the same problem.

[danaem]

Hi,

Not exactly as account registration hasn't worked consistently, but we do have a work around that seems to function.

The basic steps are:

1. Click the Join NOW! button then the Register link (this button did not seem to work consistently for us, in which case simply have them move on to registering the account).
2. Register for a Lansweeper account
3. Verify your email (They should get an email after registering with a link to verify, but if not sometimes clicking on their profile icon to sign out and sign back in again has worked for us).
4. Click JOIN NOW! button again to join your site (This has been the most problematic part of it for us, in some cases it took a number of retries, in others clicking on the profile icon to sign out and back in again seems to have worked.  We had one case where someone was using their UPN to register rather than their email address so always make sure they're using the correct credentials.
5. Setup MFA if you are using it (have them sign out and sign back in again after setting it up).

Hope this helps!

 

[ddavis]

That worked great!  Thank you for providing the detailed workaround!

[Obi_1_Cinobi]

Hello there!

Thank you for reaching out to the community. I noticed that you already have an open support case regarding this issue. I just wanted to let you know that I’ve reviewed the case and escalated it internally to ensure it receives the appropriate attention.

Our support team will follow up with you shortly through the existing ticket. We appreciate your patience, and we’re committed to helping you resolve this as quickly as possible.