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EchoInk: Troubleshooting

Amanda Leibovich
  • Created:
  • Updated:

This article describes common error situations and possible solutions. We are always happy to help you. Contact your EchoInk representative or email support@echo360.com if an issue persists.

Issue Description Resolution
User cannot access Habitat. A new or existing Habitat user cannot log into Habitat. Check that the Habitat Access toggle is set to On in the user’s profile.
Unexpected Habitat behavior User reports that he or she is experiencing some kind of issue with Habitat, like multiple error messages, slow response time, missing content, or anything similar. If a user is experiencing unexpected behavior in Habitat, we recommend that you or the project administrator first perform some basic website troubleshooting steps to see if that resolves the issue. See the General Habitat restart procedure in the Troubleshoot topic of the EchoInk Authoring Guide.
Error message during new user creation When you attempt to create a new user either by clicking the link in a new user’s request email or clicking the Save button on the Create New User window, you receive an error message that the request cannot be processed and instructs you to try again. Clear your browser cache and reattempt the request.
User’s account cannot be found You receive the error message: There is already an account associated with this email address. Please verify that no user in your organization is associated with this email address, but the user’s account cannot be found in the dashboard’s People tab. The user’s account may have been added to the platform when your organization first implemented EchoInk. Contact support@echo360.com to resolve this issue.
Your organization uses the Automatic User Provisioning (AUP) functionality of SSO to automatically add new users, but you cannot locate a new user’s account. New users must log into EchoInk for the AUP functionality to create a new EchoInk user account. Ask the user whether they have completed the registration process. If the user has but you still cannot locate the account, contact support@echo360.com.
User prompted to log in, but your organization uses SSO and user should be automatically logged in There may be a mismatch between the SSO credentials and the UserID and Username in the user’s EchoInk profile. Contact support@echo360.com to resolve this issue.
User cannot sign in with company code When a user attempts to sign in to Habitat or EchoInk with the company code, the attempt is unsuccessful and the user’s access is blocked.
  1. Reset the user’s browser cache and cookies.
    See steps 1-5 of the General Habitat restart procedure in the Troubleshoot topic of the EchoInk Authoring Guide.
  2. Access Habitat
    at https://habitat.inkling. com/
  3. Enter the user’s username and the company code.
  4. Instruct the user to create a unique personal password when prompted.
User denied access after changing password

A user is denied access to the platform after changing his or her password. This may happen if the browser is still using the old credentials by default, for example:

  • User stored the old credentials in an Autofill feature and did not clear the Habitat cookies from the browser.
     
  • User changed his or her credentials on a secondary setup (a desktop or device and a browser), then  attempted to log in using his or her primary setup.

Clear out the old credentials:

  1. In the Chrome URL bar, enter chrome://settings/cookies
  2. Search for echoink.
  3. Click Remove all shown.
  4. Search for echoink again to check that all cookies have been removed from the list and then click Done.
  5. In the Chrome URL bar, enter habitat.inkling.com
  6. Login with the new Habitat credentials.
User cannot load Habitat When a user launches Habitat, a message Loading Table of Content panel display, but the main editing area does not display. The user might be running a Habitat message and the version of Chrome that Habitat Table of Contents panel display, but the main editing area does not display. does not support. Users can run Habitat on the latest version of Chrome and the previous two versions. For Chrome release information, see http://googlechromerelea ses.blogspot.com/.
User forgot password EchoInk users with a valid email address in their EchoInk user account can reset their password over email. Users click the Forgot your password? link on the Habitat or EchoInk app login window, and this triggers EchoInk's Email Password Reset functionality, which sends an email that contains a reset link. The link is valid for one hour.

EchoInk users without a valid email address in their EchoInk user account must create three security questions during the initial signup process. Users who forget their password must correctly answer the security questions to reset the password.

Only users without a valid email address need to set security questions. Habitat users must have a valid email address in their EchoInk account to access Habitat.
Inkling user cannot answer security questions EchoInk user has forgotten the answers to the three security questions he or she set up during the initial login. Users who are identified only by a username and not an email address must complete their Inkling registration by entering answers to security questions.
If a user forgets an answer to a question and your organization does not use SAML 2.0 Single Sign-On, you must
support@echo360.com so that we can reset the user’s password.
User does not receive password reset email User clicked the Forgot password? link but didn’t receive a password reset email.
  • Check the email address in the user’s Inkling profile and ensure it is correct.
  • Check the spam folder of the user’s email program if the reset email was automatically marked as spam.
  • Check the user’s email program and ensure it can receive emails from *EchoInk.com

Users who are identified only by a username and do not have an email address in their profile can’t use the password reset functionality. They must answer the three security questions that they set up during the initial sign in process.

If the user’s email is correct or the user cannot remember the answers to the security questions, contact support@echo360.com for help.
New user already exists in organization When you attempt to create a new user, you receive a message that the user already exists.

A message that states User iwh email already exists in the Organization or User with userif already exists in the Organization indicate that the user has already been added to your organization. You can now search for a user and update their information.

The message User with email already exists in another Organization indicates a user data collision. To resolve this issue, contact support@echo360.com.
Differences in data in user attributes; some users have data while other users show no data If your organization uses SAML 2.0 SSO, this may indicate discrepancies between information sent with SSO and information uploaded with CSV File Import.
  • Check your SSO implementation and CSV files to see if there are any discrepancies, like missing or misnamed fields.
  • Contact your Inkling representative
    and  for help.
User administrator not receiving notifications You are a user administrator and you are not receiving Habitat notifications about new user approval, but you do receive other notifications, like comments. EchoInk sends user approval emails to a maximum of 25 user administrators. If your organization has exceeded this maximum, your platform administrators need to correct this issue. Contact support@echo360.com for additional help.
Widget pattern displays ResourceNotFound When a user drags widget pattern onto a Habitat page, the widget displays an error message that includes "statusCode":"ResourceNotFound" and "statusMsg: "File does not exist at requested revision". This error state usually indicates that the widget module needs to be reinstalled. See Add and remove a module and Upgrade Inkling widget modules in projects.
Internet Explorer users cannot view collections When users using IE view their library, the COLLECTIONS section appears empty.

EchoInk does not support Internet Explorer browsers. Use Microsoft Edge, Chrome, Safari, or another supported browser.

For more information, see Understand system requirements and search on:

  • Configure and use collections in the Inkling Authoring Guide.
  • Use collections in the Inkling Guide.
User with a Windows device requests an Inkling Windows app to access his or her library. We currently do not support a Windows app. Tell the user to access the library using any of the supported browsers and the Inkling web app.
User viewing content on one of the supported Microsoft browsers reports unexpected behaviors. Inkdoc content may occasionally display incorrectly on the supported Microsoft browsers. This generally indicates version issues with the browser on the user’s device.
  • View the content using Chrome or Firefox and see if the issue persists.
  • Check with your company’s IT department if the Microsoft browser requires a patch or upgrade.

Your company works with a third-party service provider (SP) to maintain your Inkling organizations, and you need to:

  • Determine which entity owns a particular organization.
  • Transfer organization ownership: To the SP, to another SP, or back to your company.
  • Move one or more Habitat projects and their associated users to another organization.
 Contact EchoInk Support support@echo360.com