Resolving “Unable to Login from This Location” Errors (Cloud)
Your Cloud portal is protected through an IP security protocol.
If you attempt to log in outside of the IP Security parameter, you may see an error that states "User is not authorized to log in from current location".
This means that you are only authorized to log in from the specific IP address set up at the hotel unless your user has been granted Remote Login access within the system.
Why would you have this message?
If you have this message, it means that you are not trying to log in from an IP registered for your portal.
This can happen for any of the following reasons:
- You're not on the right internet access network
- If you're on guest wifi or mobile hotspot
- You're at an off-site location
- The hotel changed internet providers or the router IP has changed.
- The hotel changed internet providers or the router IP has changed.
- This can also occur when your ISP (Internet Service Provider) reboots or updates your router.
How to resolve it?
If you are really outside of the hotel network, then you may want to enable remote access for your profile in Visual Matrix.
If you are on the hotel network (not wi-fi), the IP spectrum from which you can access your portal will have to be updated. You can follow the instruction in this article.
To know which IP you are on, you can go to https://www.ipchicken.com/, which will give you your current IP address. This will be the IP you will have to add to your IP Security settings in Visual Matrix.
You should only have to update the last three digits of the address if you have not changed your ISP Provider.
If you have changed your ISP Provider entirely, the whole IP address will need to be updated vs just the last three numbers.
Require assistance with that article?
What is the error?
What were you doing when this error came up?
Has anything specific that you noticed, that causes this error when you see it?
Is this happening on all PCs or just one?
Does this error affect more than one thing in your system?
Can you provide a screenshot of this error?
Can you reproduce this error at will?
Providing responses to the following questions in your ticket could expedite your resolution.
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