"Password Incorrect"
Tuesday, December 4, 2018 5:38 AM

Error Message

When attempting to login or making IDD calls, user is prompted "Please enter password followed by the # key" but entering password result with "Password Incorrect"


Cause

User do not have/forgot the password.


Solution

Usually an internal contact person handles IDD Pin management. Ask the to approach the internal contact persion to retrieve/reset their PIN.




Administrator can also access this page to verify that the password attempt matches Logon PIN or IDD password:


Support Escalation 

When escalating to Administrator/Support Team, please provide the details below:


Users with no access to Focalscope


For IDD

Error Message: Password Incorrect

Date of call: 

Time of call:

Ext attempted the call:

Number Dialed:


For Login

Error Message: Password Incorrect

Date of login: 

Time of login:

Device ID: 

Ext attempted to login to:



Users with access to Focalscope

Simply provide the Call ID of the attempt.