Troubleshoot log in problems

I’ve forgotten my password

I've reset my password, but the new password is not working

• This can occur if your home organization was recently changed and your web browser is remembering old information. 
• Click the change user icon to go back to the email address entry screen. This clears the old information. Enter your email address once more, and then reset your password again.

My password’s expired

My account’s been locked

I can't see any projects

• You need to be invited to a project by someone already on it. They can follow the steps here to invite you.
• If you've already been invited, it's possible the project is hidden. You can unhide projects following these steps.
• If you don't see any projects in the Lobby, click the Sync button at the top of the project lists. This will refresh the list of projects. Make sure you link all your Aconex accounts to your Lobby account to see all projects across all your Aconex accounts.

My account’s been disabled

I didn't get a password reset email

I haven't received a welcome email as a new user

I don't know my 6-digit verification code

• If you have a new device or accidently deleted the authenticator app, your Org Admin will need to reset 2SV for you so you can sign in.
• If you need to enable 2SV on your account follow these steps.
• Learn more about the steps to sign in with two-step verification.

I'm redirected to Oracle Construction and Engineering but I can't log in

• All users access Aconex using an Oracle Construction and Engineering Lobby account.
• You'll need to enter the password for your Lobby account. If you forgot your Lobby password you can reset it.
• If you have multiple Aconex accounts, make sure you link all of them to your Lobby account so you have access to them.
• Remember you can access an Aconex instance directly from Support Central. You will be redirected to the Lobby to enter your password, but it will take you straight into Aconex.
• You can access the Aconex instance login screen directly using the following links. These are useful if you are sharing a computer with someone who has a Lobby account, but you don't have a Lobby account yet. They also help if you need to access an Aconex account that hasn't been linked yet, or you've recently unlinked it.
  
  • ASIA1
  • ASIA2
  • AU1
  • AU2
  • CA1
  • EU1
  • KSA1
  • MEA 
  • UK1
  • US1

I received an email that my profile in Construction and Engineering is locked

• If the email has a Reset Password button, this means you’ve entered an incorrect password more than five times. Click the button to set a new password and get access to Aconex.
• If there is no button in the email, this means you entered an incorrect 2-step verification code more than 10 times. You'll need to contact your Org Admin to reset 2-step verification for your account.

I'm asked to enter SSO credentials but I'm not set up for SSO

• If you should be using SSO ask your organization's IT department to set up your account in your organizations IdP.
• Your Org Admin must make sure your Lobby account is set to the correct Home organization.
• Note: If your Aconex user account was created under another organization who uses SSO, you may be directed to their SSO sign in page. We recommend each Aconex organization is registered separately so they can manage their own access and data. Please contact Oracle Support.

I get a 'This project requires Two-Step Verification' message

• This means you’ve been added to a project that requires 2-Step Verification, or because your Org Admin has granted the 2SV permission asset requiring you to use it.
• You'll need to set up 2-Step Verification for your account. Learn how.
• If you still receive this error after configuring 2SV on your account, it's possible your organization has its own Identity Domain but has not configured a 2SV sign on policy. Please contact your organization's IT department, or if they are unable to resolve the issue, contact Oracle Support.

I get a 'project requires your company's network sign-in' message

• This means your Org Admin has granted the Access via Single Sign-On permission asset on your Aconex account, requiring you to use SSO. See User role permissions and definitions.
• If you are not using SSO, your Org Admin must remove the SSO permission from your user role. See Add or remove someone from a user role.
• Alternatively if you should be using SSO, your organization's IT department can set up your account for SSO in your organization's IdP. Your Org Admin must also make sure your Lobby account is set to the correct Home organization.
• If you still have problems please contact Oracle Support.

I see a Bad Request message when I sign in

• This is caused by an invalid character in your first or last name.
• If your organization has its own Identity Domain, your organization's IT department can update your name in IDCS to remove any special characters.
• If you don't have your own Identity Domain (most users) then you'll need to contact Oracle Support.

I'm stuck at the two-step verification (2SV) step

• If you're being asked to verify your account after entering your password, follow the steps to sign in with two-step verification.
• If you have a new device or accidently deleted the authenticator app, your Org Admin will need to reset 2SV for you so you can sign in.
• If you need to enable 2SV on your account follow these steps.

I received a message "Cannot authenticate user account"

• This means your organization requires you to sign in with SSO, but a configuration step is missing.
• Ask your organization's IT department to set up your account for SSO in your organizations IdP.

I clicked an email notification link and there is no page available

• This occurs if the email notification was sent to an Aconex account that is not yet linked to your Lobby account.
• Please link the account and try again.

Troubleshoot Entra/Azure SSO access

When logging in to Aconex using Entra/Azure SSO, you may see the following message: Sorry, but we're having trouble signing you in. Your administrator has configured the application to block users unless they are specifically granted ('assigned') access to the application.

This means that your Entra administrator has not assigned your user account access to the Aconex application. Ask your Entra administrator to confirm that your account has been assigned access to the application by following these steps:
  

• Browse to Entra ID > Enterprise apps > All applications.
• Search for and select the Aconex application.
• Select Users and groups.
• Check that the Aconex username appears in the user list or within a user group. If the username does not appear, select Add user/group and assign the appropriate access.

I still can't log in

Org Admin unable to help? Contact Oracle Support