CPOMS disabled users

[steveg]

Has anyone else had a large number of user accounts disabled overnight?  Some of which last logged in yesterday so they aren't inactive accounts.  

[Scifigirl]

CPOMS is currently down-- looks like their maintenance did not work

[steveg]

That's odd, I can login fine, it's just about 25% of our user accounts have been moved to disabled.  I'm reluctant to just go through and re-enable them without finding out why.  

 

Would explain the long hold time trying to get through to support though!

[Scifigirl]

We can't even make it to the log on screen.  Do your accounts sync with an MIS - problem might be there.

[NegativeKillDeath]

Have the disabled users set up the new MFA that was required? Could be a security measure that any account not on new MFA is disabled to force it to be set up.

[steveg]

They do, but it is such a mix of users and I can't see anything wrong with their mis accounts.  

 

I guess everyone might also have the same problem as us, but just can't login to notice it!

 

One user did report an email yesterday warning their account would be disabled if they didn't login, but their last login date is yesterday.  

[steveg]

1 minute ago, NegativeKillDeath said:

Have the disabled users set up the new MFA that was required? Could be a security measure that any account not on new MFA is disabled to force it to be set up.

 

A few hadn't migrated but the majority had it setup 

[5tu]

We've had one account disabled overnight.

[Seb1780]

We've had a few disabled too. 

 

[steveg]

This is the response from CPOMS support.  The accounts we have had that have been disabled don't seem to all fit this criteria though.

 

If your user account has been deactivated following our update, this is most likely due to your account not being migrated following our previous release. This can happen if you have not regularly logged in or not yet followed the guidance from our previous communications.

If you wish to log in, please follow the steps below

Step 1 - to be completed by your admin user

You would need to contact your an Admin user within your setting, this would usually be a DSL/SLT member of staff. They will be able to reactivate your user account by going to Admin> Users> click into 'Deactivated users'. They will need to scroll through the list till they can see your name (the search filter will only search through active users). They can then click 'Reactivated', confirm your email address and user group,

Step 2 - to be completed by you

Once your account has been reactivated by your admin user following guidance in Step 1, you will have the ability to log in again.

When you have logged in, if you would usually have a higher level of access to your system, you will only have restricted access until a new authentication method has been created. 

Please follow the instructions in the links below for your chosen authentication method to register your device again.

Please note, we will be retiring our CPOMS authenticator app and you will not be able to scan the new QR codes into this app. You will need to use another authentication method and delete the CPOMS app to avoid confusion. Links below will provide guidance in setting this up via the Google and Microsoft authentication apps should you need this.

Google Authenticator App - Two-Factor Authentication (2FA) Setup

Microsoft Authenticator App - Two-Factor Authentication (2FA) Setup

If you have a physical U2F USB key, you will need to reprogram this, please click the link below

https://raptor.my.site.com/CPOMS/s/article/CPOMS-StudentSafe-Reprogramming-a-U2F-Key-097668c9

Please click the link below to view a video showing the changes made in our update

https://raptor.my.site.com/CPOMS/s/article/Everything-You-Need-to-Know-About-the-Latest-Update-to-CPOMS-a8d5d9cc

Please do let me know if you need any further support.

 

[icechris]

We’ve had this issue happening for over a month now. CPOMS said it was fixed in April, but more users have vanished this week as well!

[Scifigirl]

I have found some users disabled today.  So have sent an email asking:

• Why was the policy of deactivating users started?
• Why weren't we notified of the change?
• How long between log ons before a user is disabled? (summer holidays coming up)
• Yes do this to elevated users, but why to normal users - it makes it more likely things will not be reported in a timely manner, because a user may need to get their account reactivated before logging an issue?
• Is there a bulk way to reactivate users as it unwieldy and time consuming.

Email sent early this morning - not acknowledged or any ticket reference as usual.

[broadcaststorm]

I've had users deactivated even though they're using Google Authenticator.

We use SIMS Connected (don't start!) but staff can use SIMS even if they're unable to get in to CPOMS.

What a nightmare this MFA rollout has been! 

[Passat1983ICTech]

yes we have had a few of them drop off

[JOrdan01070]

Tried searching knowledge base but It was showing the wrong instructions, spent 40 mins on hold and its changed since the migration, below are the instructions. Hope it helps somebody.

 

To reactive a disabled user you have to go to main menu > Admin > Users > User / Contacts > Deactivated > select the user and in their profile and under the user details change the status to active.

[Scifigirl]

We had a locked out account today-- user wasn't disabled just locked.

 

Figured out this was because of the number of failed logons - reset that in the main admin menu now.

[Cat_Jam148]

We've had a few today...

 

Another wonderful hiccup by CPOMS. What next I wonder...

 

I'm starting to feel a level of annoyance with the system and their support team which was once only reserved for Capita and SIMS.

Edited July 18, 2025 by Cat_Jam148