Troubleshoot your login to CCMS Web in a dedicated SaaS deployment

If you cannot log into IXIASOFT CCMS Web in a dedicated SaaS deployment, you can change an expired password or request a password reset.

The most common reason for not being able to log into CCMS Web is an expired password. Passwords expire at regular intervals, such as every 60 days or every 90 days. You can ask your administrator what the password expiry policy is for your organization.

If you have never logged in to CCMS Web before, ask the IXIASOFT CCMS administrator if you have been added as a user in IXIASOFT CCMS.
If your company has configured SSO in IXIASOFT CCMS, contact your corporate IT about a possible expired password.
If your company has not configured SSO in IXIASOFT CCMS, assume that your IXIASOFT-specific password has expired and change it:
1. In a web browser, go to the IXIASOFT CCMS landing page for your installation.
  The landing page is specified in your account creation email message from IXIASOFT. For example, enter https://customer-ccms.ixiasoft.net/, where customer is the domain that was specified in the email.
2. Click Change password.
3. Enter your domain\username using the domain and username specified in your account creation email from IXIASOFT.
  Troubleshooting: You received this error message:
```
The user name or password that you entered is not valid. Try typing it again.
```
  Check that the username and domain are correct, and that you used a backslash "\" after the domain.
4. Enter your current password, which is specific to IXIASOFT CCMS.
5. Enter your new password twice.
  Passwords for users in dedicated SaaS deployments must meet the following requirements:
  - Are at least 8 characters long. Your company might have increased this length requirement.
  - Excludes your name, username, and domain name
  - Does not contain spaces
  - Contains characters from three of the following four categories:
    - Uppercase alphabet characters (A–Z)
    - Lowercase alphabet characters (a–z)
    - Arabic numerals (0–9)
    - These non-alphanumeric characters: ~!#$%^*?_-+=
6. Click Sign in.
Tip: If you cannot remember your current password, ask your IXIASOFT CCMS administrator to contact IXIASOFT Customer Support to request a password reset.