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Can’t add new users

Updated

This article is for Designated Safeguarding Leads (DSLs).

If you can’t add new users to Record Manager, check if: 

  • They have existing accounts, but these accounts are inactive.
  • They’ve just transferred from another organisation.
  • They can only access one organisation within your Multi-Academy Trust (MAT).

Follow these troubleshooting solutions.  

Activate a user’s account

When a user’s account is inactive or disabled, it’s not deleted from Record Manager. Their account is still in the system, but they can’t sign in to access Record Manager data or perform tasks relevant to their role.

To reactivate a user’s account:

  1. In Record Manager, select the User icon on the toolbar, then select User Management.

rm-ts-002_img1.png

Image 1. Select the User icon on the toolbar, then User Management.

  1. On the User Manager page, scroll down to the Disabled Users list. Select Disabled Users to expand the list of inactive users.
  2. Locate the user and select Enable on their row.  
  3. The user will appear on the Active Users table, and they’ll receive an email notification asking them to sign in to Record Manager.

Note

Activated users may ask for help with their password if they haven’t signed into Record Manager over a long period. They can reset their Record Manager password, and if they are a DSL, they may need to set up 2FA to sign in.

Add a user who has just transferred from another organisation

Contact Smoothwall Support to move the user’s email to your organisation. Smoothwall Support will notify you by email when your request is completed.
Support can also delete the user’s email from the old organisation, then you can add the user to your Record Manager site.

To add the new user:

  1. Sign in to Record Manager.
  2. Select the User icon on the toolbar, then User Management.
  3. On the User Manager page, select Add New User.
  4. On the Add User pop-up, enter the user’s full name and email address.
  5. Select Add User.

The new user will appear on the Active Users table, and Record Manager will email them to sign-in.

Give the user a MAT access

If your organisation is part of a Multi-Academy Trust (MAT), a senior member of your organisation should ask Smoothwall Support for multi-site access for the user.

Important

When you give users multi-site access, their permissions are the same across all sites. If the user is a DSL, consider whether giving them access to data from multiple schools is appropriate.