Changing a user's password and resolving login issues
Instructions for changing an account password in Torgsoft and an action plan if, after the change, the password is not accepted or login is blocked.
These instructions include both a regular password change and administrative actions at the server and database level, so they should be followed carefully. If you reset the password through SQL without checking, delete the desktop shortcut, or ignore IP blocking, you may temporarily lose access to the program on other workstations or in the mobile app. Before taking administrative actions, make sure the problem is really with the password and not with an old shortcut, the mobile app, or server-side blocking. If access is completely lost, it is better to act together with a system administrator or technical support.
When you need to change the password or check access
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Security policy. Scheduled password rotation (once every 3–6 months).
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Dismissal. Blocking access for former employees.
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Incident. Suspicion that the password has become known to unauthorized persons.
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Problem. Logging into the program is impossible after changing the password or moving the database.
How to understand why login does not work after changing the password
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Error Login failed for user or Invalid password.
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Message Access denied or Socket Error #10013.
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The program does not launch from the old desktop shortcut.
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The mobile app has stopped synchronizing.
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The server blocks the connection even with the correct password.
Why the new password may not work
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Outdated shortcut. The desktop shortcut properties contain the old password (auto-login parameters).
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Syntax. The login contains extra spaces, Cyrillic characters are used instead of Latin, or the letter case is incorrect.
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IPBan. The server security system has blocked the store's IP address due to repeated login attempts with an incorrect password (often through the mobile app).
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Database state. The database is in the Suspect or Recovery Pending state (this is perceived as an access error).
How to change the password and restore access
A. Standard password change (through the program)
Performed under the «Owner» login or by a user with administrator rights.
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Go to the menu Settings → Users.
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Select the required employee and click Edit.
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Click the Change Password button.
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Enter the new password twice for confirmation.
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Click OK and save the user card.
Note: the program does not allow setting an empty password.
B. If the program does not launch from the shortcut
If you use a shortcut for automatic password entry, after changing the data in the database it will become outdated.
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Delete the old shortcut from the desktop.
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In the user card (Settings → Users), click the Shortcut button.
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Save the new file to the desktop.
C. If the password is forgotten (Reset)
If the password of the «Owner» is lost and it is impossible to log into the program:
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Local server. Reset is performed through SQL Server Management Studio (by an SQL query to the users table).
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Rented server. It is necessary to contact the hosting provider's technical support, as direct access to SQL may be limited.
D. IP unblocking (IPBan)
If the password is correct but the error appears instantly (Socket Error):
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Check whether your external IP address has been added to the server «blacklist».
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Contact the server administrator to clear the block list.
How to check that access has been restored
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Completely close the program.
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Launch it by entering the new password manually (without copying).
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Successful loading of the main window means the problem has been resolved.
How to avoid problems after changing the password
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Mobile app. Immediately after changing the password in the database, change the connection settings on smartphones. The app will try to connect in the background using the old password, which will lead to IP blocking.
- USB key. Use the option to log in via a flash drive (configured in the user card) to avoid manual entry errors.
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