Plus2 Logins, Passwords, User Access and Licences

Problem

Site administrators and staff need to know who resets which password, why a Plus2 password may fail, how to fix greyed-out menus, and what to do when the Plus2 licence quota is reached.

Resolution

"Invalid details" in Plus2 but the password works in Gladstone360

1. Check the password length

   • Plus2 passwords must be at least 10 characters. This is a minimum, not a maximum. A password shorter than 10 characters is the likely cause.

2. Check the password and the account

   • Check the user is typing the full password correctly, and that the account isn't locked.

3. Reset the password (if applicable)

   • If the password is shorter than 10 characters, ask your site admin to reset it to one of 10 characters or more.

New user sees a grey screen or greyed-out menus

1. Open the user

   • In Configuration > System > Users, open the user.

2. Assign the correct user group

   • Assign the correct user group. An easy way is to copy the group of a user who already has the right access.

3. Sign out and back in

   • Ask the user to sign out and back in.

"Licensing quota has been reached"

Each site has a set number of Plus2 licences. To free one:

1. Ask someone to log off

   • Ask someone at that site who isn't using Plus2 to log off.

2. Or remove stale users

   • A user with permission removes stale users in Modules > Logged In Users.

Password works on live but not on training

1. Change the password in the test Go Operator
   • Training logins are only as up to date as the last copy from live to training. A Go Operator user changes the password in the test Go Operator.

Notes

• You have two separate logins:
  • Gladstone Cloud account: opens the Windows App (hosted Plus2), Gladstone Drive and Gladstone Reporting. The username format is FirstnameSurname@gladstone-leisurecloud.net. You reset this password yourself with Forgot my password on the sign-in page (a recovery email or mobile must be registered); see Gladstone Cloud: Password Reset. Gladstone creates these accounts.
  • Plus2 / Gladstone360 user ID: logs you in to Plus2 itself. Your own site admin (for example in Go Operator or the GMC) creates it, resets the password, unlocks it and sets permissions. Gladstone doesn't. See Adding and Managing Staff Users in Go Operator.
• Users get their permissions from their user group. If one user can't do something others can (for example modify members), check their user group. See Managing Users and User Groups in Plus2.
• Permission changes are made by your own manager or admin. Gladstone won't raise a user's access.
• Plus2 can't stop Gladstone360-only staff opening it. Make sure the Windows App needs a password and staff don't tick remember credentials on shared PCs.
• Each person who needs the booking sheet needs their own Plus2 login. A shared generic login can't be used.
• When you first log in you're on Head Office. Change to your site in Configuration > System > Sites.
• The Gladstone Reporting password reset link doesn't work: reset your Gladstone Cloud password instead. Allow up to 30 minutes for a new password to work everywhere.
• If you regularly run out of licences, you need to buy more for that site.
• Troubleshooting:
  • "Invalid details" in Plus2 only: the password is shorter than the 10-character minimum, mistyped, or the account is locked. Ask your site admin to reset the password to at least 10 characters, or unlock the account.
  • Grey screen or greyed-out menus: no user group, or the wrong one. Assign the correct user group.
  • One user can't modify members: their user group lacks the permission. Check and update their user group.
  • "Licensing quota has been reached": all licences for the site are in use. Ask someone to log off, or remove stale users in Modules > Logged In Users.
  • Password fails on training only: it was changed after the last live-to-training copy. Change it in the test Go Operator.
  • Can't sign in to the Windows App or Gladstone Drive: the Gladstone Cloud password has expired or been forgotten. Use Forgot my password on the sign-in page.
• Common questions:
  • Can Gladstone reset a staff member's Plus2 password? No. Your own site admin resets Plus2 and Gladstone360 passwords and unlocks users.
  • Can Gladstone set up a new starter? Gladstone creates their Gladstone Cloud account if they need the Windows App, Gladstone Drive or Reporting. Your site admin creates their Plus2/Gladstone360 user ID.
• When to contact Gladstone support (raise a support case):
  • A new Gladstone Cloud account is needed, or one needs re-enabling, deleting, or Gladstone Drive or Reporting access adding.
  • Self-service reset isn't available because no recovery email or mobile is registered.
  • A permission isn't available to add to a user group.
  • Include the user's name, site and user group. Never share passwords or verification codes in a case.

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