There are several known causes of this error message. We recommend working through each of the checks below for the impacted user.
Default menu set
Ensure the default menu set is not set to Mobile.
The user does not have a unique email address
Make sure the person record linked to the user account has a unique email address not shared with any other person record.
You can perform a data export against the SelectHR database to check for duplicate email addresses using the query below:
SELECT Person.Details.[E-Mail] AS [Email Address], Count(Person.Details.[E-Mail]) AS [Number of associated Person Records] FROM Person.Details GROUP BY Person.Details.[E-Mail] HAVING Count(Person.Details.[E-Mail]) > 1
If you find that the email is entered on a leaver record, you will need to remove it.
The user does not have a work email address when signing in via Access Evo (SSO)
Users signing in via Access Evo must have a valid work email address on their person record.
The work email is used as the initial validator when logging into SelectHR through Evo. If it's missing or incorrect, the login will fail.
If a private email user was manually added to Access Evo, deactivate that user and create a new member using the correct work email.
If your site uses Members Integration, this update will happen automatically. Once the work email is added to the person record, the change will sync to Access Evo at 1 AM the next day.
The user has more than one user account linked to their person record
This may occur if you have rehired an employee.
Confirm that only one user account is linked to the person record.
To identify duplicate user bindings, run the following SQL query in a data export against the SelectSystem database:
SELECT HR.[Person Details].[Person Number], HR.[Person Details].[First Name], HR.[Person Details].Surname, HR.[Person Details].[E-Mail], Count(DISTINCT Security.Users.[User Number]) FROM HR.[Person Details] INNER JOIN Security.Users ON HR.[Person Details].[Person Number] = Security.Users.[Person Number] GROUP BY HR.[Person Details].[Person Number], HR.[Person Details].[First Name], HR.[Person Details].Surname, HR.[Person Details].[E-Mail] HAVING Count(DISTINCT Security.Users.[User Number]) > 1 ORDER BY HR.[Person Details].Surname
Browser issues
Clear the cache and cookies in the user's web browser.
Ensure the time range selected is All time, not just the last few hours.