Admin user is UNABLE to login on paid MoodleCloud organization

Admin user is UNABLE to login on paid MoodleCloud organization

by Perry He -
Number of replies: 7

Could someone look into this URGENT case?

I tried to login my paid MoodleCloud organization as "admin" user, and the system keeps telling me "Invalid login, please try again"

I logged in as "admin" user for several times before and it all worked.

I tried to reset my password via "lost password?", but it threw error message at the last step after setting the new password, so I am stuck to login as admin user.

Instead of the admin user, another user in our organization is able to login.

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In reply to Perry He

Re: Admin user is UNABLE to login on paid MoodleCloud organization

by Dustin Layugan -
Picture of Moodle HQ
Hi Perry,

Thank you for reaching out and sharing your concern. We're here to assist you with any issues you're encountering.

To provide you with the best support possible, could you please direct your concern to our customer support portal:
https://moodlecloud.com/app/en/support

Looking forward to assisting you further.

Best regards,

Dustin Layugan
MoodleCloud Developer
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In reply to Dustin Layugan

Re: Admin user is UNABLE to login on paid MoodleCloud organization

by Perry He -
Thank you Dustin!

It works now
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In reply to Perry He

Re: Admin user is UNABLE to login on paid MoodleCloud organization

by Art Amor -

I've had the same problem this morning.  I was exporting the site.  The export didn't finish (perhaps there was a problem on moodlecloud, or the export timed out?) and the site was left in maintenance mode so no one can log in.

Is there any way to take the site out of maintenance mode, as I could do on my own Moodle site, or does it require action by Moodle HQ?

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In reply to Art Amor

Re: Admin user is UNABLE to login on paid MoodleCloud organization

by Brett Dalton -
Picture of Moodle HQ Picture of Particularly helpful Moodlers

If you could please contact support as outlined above this will be resolved 

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In reply to Brett Dalton

Re: Admin user is UNABLE to login on paid MoodleCloud organization

by Art Amor -

Thanks very much, Brett.  I have.

I guess from your referring me to the support site that the answer to my question (*) is that there is no facility in MoodleCloud for the site admin (i.e. registered MoodleCloud user) to take the site out of Maintenance mode.  I thought that would be useful information for others who find their way here with this problem.

(*) "Is there any way to take the site out of maintenance mode, as I could do on my own Moodle site, or does it require action by Moodle HQ?"

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In reply to Art Amor

Re: Admin user is UNABLE to login on paid MoodleCloud organization

by Brett Dalton -
Picture of Moodle HQ Picture of Particularly helpful Moodlers
Apologies, I misread that bit. No there isn't a way for an admin to take a site out of maintenance mode. The maintenance mode page is put in place to give students a nice page rather than an error when infrastructure work is required on MoodleCloud such as upgrades or more recently a database migration to ensure that the system was running on a supported and secure infrastructrure. This is why Admins can't turn off maintenance mode. Once the work is complete all sites should automatically be set back but on occasion one or two fail to do so. With 10s of thousands of sites its not always as easy as we would like to catch the ones that have not changed back. We are looking at improving monitoring to help mitigate this posibility futher.
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In reply to Brett Dalton

Re: Admin user is UNABLE to login on paid MoodleCloud organization

by Art Amor -

Thanks, again, Brett.  That all makes sense.

The site's out of maintenance mode and available again now.

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