Troubleshoot access to CCMS Web in a dedicated SaaS deployment

If you cannot sign into IXIA 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 sign in to 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 this is the first time you sign in to CCMS Web, ask the IXIA CCMS administrator to add you as an IXIA CCMS user.
If your company has configured IXIA CCMS for SSO, contact your corporate IT about a possible expired password.
If your company has not configured IXIA CCMS for SSO, assume that your MadCap Software-specific password has expired and change it:
1. In a web browser, go to the landing page for your installation.
  The landing page is specified in your account creation email message from MadCap Software. 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 MadCap Software.
  Troubleshooting: You received this error message:
```
The user name or password that you entered is not valid. Try typing it again.
```
  Confirm 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 IXIA CCMS.
5. Enter a new password twice that meets the minimum standards.
  - Includes a minimum 8 characters, potentially more, based on your company requirements
  - Excludes your name, username, and domain name
  - Excludes spaces
  - Contains characters from three of the following four categories:
    - Uppercase alphabet (A–Z)
    - Lowercase alphabet (a–z)
    - Arabic numerals (0–9)
    - Legal non-alphanumerics ~!#$%^*?_-+=
6. Click Sign in.
Tip: If you cannot remember your current password, ask your IXIA CCMS administrator to request a password reset from IXIA CCMS Customer Support.