Difficulty logging in to Board

Question

Hello,

We recently merged with another company, and employees from that company use a different email domain. We’re trying to grant Board access to one user from the new company.

From the admin side, Board shows that she has successfully logged in. However, on her end, she’s unable to access the platform.

We’re not sure whether this could be related to her IP address, VPN, or some other network/security difference between her company and ours.

What steps would you recommend to troubleshoot this issue? If it is related to IP restrictions or VPN settings, where in the Board administrative settings would we check or update those permissions?

Thank you,

Sophie

Robert Barkaway · Answer

Hi Sophie,

As Bart has rightly pointed out we'll need a few more details. When you say that the employee is unable to access Board, what are they seeing exactly? It sounds like they can access the logon screen if you're saying that Board shows them as logged in, which would rule out an issue with IP whitelisting as if it was that they wouldn't even be able to load the login screen. If you can give us as much detail as possible about your setup, quite what's happening and any error messages encountered, we can try and narrow down the possible causes.

Bart Scott · Answer

Are you trying to do domain authentication or Board authentication?  Are you cloud or on-prem for Board?  Is there a full trust between their email domain and the main email domain (you will need to ask your IT area).  If the Domain trust level is not full they may not be able to authenticate using Domain authentication, and you would need to use Board authentication for that user until the domains are fully trusted.

Bart Scott

CFO Solutions LLC