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      Core Security Update FAQs

      This update will require all users to update their passwords after the release and all users will be logged out from their device during the update.

      Don’t worry; changing your password is super easy on the day! Learn how to reset your password here.

      What’s New:

      • User Management: We are introducing a new User List page, allowing you to manage all your users seamlessly.
      • Two-Factor Authentication: We are officially launching this crucial security feature. Get started here.
      • Mandatory Password Update: Due to foundational changes for Two-Factor Authentication, all users will be required to follow the link to reset their passwords. Learn how to reset your password here.
      • Minimum Supported Mobile Version: In advance of this update all mobile users are advised to update to the latest version, as a minimum user will need version 36.00.074 or above. Earlier versions will no longer be supported. 

      If you have any questions or would like to schedule the update to be rolled out sooner, please let us know by raising a work request here: Work Request Form

      FAQ

      About the Update Process:

      • Will there be any downtime during the security update on 3rd December?
        • There will not be any down time for this release, however users will be logged out as part of the process, so we would recommend not working during this time.
      • Can I choose to opt out of the mandatory security update?
        • No. Due to the nature of this release it is mandatory for all customers.
      • What happens if I don't update my password after the release?
        • Until a user resets their password they will not be able to log in to the application. This is because as part of the release process all user passwords are wiped.
      • Will this affect my integrations?
        • If you have third parties utilising username and password combinations to authenticate with Oneserve (Including via APIs) then these will stop working until the password is reset. This affects any integration utilising our new API layer.
      • Can the update be scheduled for a specific time on 3rd December?
        • Yes. We are able to schedule this release on any day or time that suits our customers before 3rd December. All users will be logged out as part of the update and so we advise.
      • Is there a minimum version of the mobile app we need to use?
        • Yes, as a minimum a user will need to be on version 36.00.074 in order to continue to use the mobile app. We would recommend all users update their mobile version in advance of the release date.

      About the New Features:

      • What functionalities does the new User List page offer?
        • The new user list includes all core user management functions, including creation, updating, and deactivation for both Desktop and Mobile Users.  SuperUsers or Primary Account Users will need to assign the following Type Rights to themselves in order to see the new page: Users_Read, Users_Update, Users_Admin. Please our help guide on how to assign Type Rights: Assign Type Rights 
      • How do I enable and set up Two-Factor Authentication?
      • What are the benefits of using Two-Factor Authentication?
        • Two-factor authentication (2FA) adds an extra layer of security by requiring users to provide two forms of identification before accessing an account. This reduces the risk of unauthorised access, even if a password is compromised, and greatly enhances overall data protection.

      Support and Assistance:

      • Who can I contact if I encounter issues during or after the update?
        • If you encounter any issues please contact our support team here Support Portal, please provide as much information as possible about what you are seeing and how many users are affected.