If eTapestry Support has requested in the past that you create a cloned user, also called the Support User, then you may asked to re-enable that user to make it active again. Depending how that user was set up, it usually has an account name of eTapestry Support and/or will have a Login ID ending with _support. For security purposes, logins can be enabled and disabled with certain settings to help keep your data secure.

When eTapestry Support asks for you to re-enable this user, use the following steps and then notify your support analyst that it's been completed.
  1. Click Management in the menu bar
  2. Click Security Groups
  3. Next to the Admin group, select eTapestry support (this is the most common name clone users are created with, though it may be under a different name often with _support at the end.)
  4. Make sure the box is checked next to Login Enabled
  5. Change the date in the Login Enabled Until field to one week from today (Note: You can make this longer than one week or remove the date to keep this login enabled indefinitely.)
  6. Click Save and Edit
OR
  1. Click Management in the menu bar
  2. Under Admin, click All Users
  3. Click on the existing user's name (For support user request, look for a Login ID with _support as this is commonly set up this way.)
  4. Click on "Go to Home Page" link at the top
  5. Click on Rights in the User's account header
  6. Ensure that Login Enabled is checked
  7. Enter a date for Login Enabled Until to one week from today (Note: You can make this longer than one week or remove the date to keep this login enabled indefinitely.)
  8. Ensure the dot is beside Admin so the support user will have the needed access
  9. Under Tasks on the Left, set the drop-down to another value (such as Go to Home) and then click Save And

NOTE: If a support user account is not present, please refer to How to clone a User account