Access Evo Two Factor Authentication can cause problems with connections from outside of Access Evo (eg Focalpoint) so disabling this may solve the problem.
First, check the account being used for this user is correct, otherwise apply the details of a different account under their ADM login details in Dimensions that you know can view documents.
This can be checked in Dimensions below:
(Some versions of ADM linked to Access Evo Document do not require this information to be entered and a message to that effect will appear when following the process).
Go to System
Open User Records
Click on Set ADM User
Enter aCloud account details and click ok.
If you know the account details are correct and are seeing this message, then the account has likely been locked and cannot be used until a Captcha has been solved.
To solve the Captcha, please sign in using your browser by visiting https://identity.accessacloud.com
After this, log into ADM and the error message shouldn't appear.
This can also be caused if the the user does not have access to the role of document to solve if this is the case
Log into Access Evo as an admin user (https://go.accessacloud.com )
In the top right, click the Members menu.
To find a member, in the Search field, type the first few characters of a name.
Expand the 3 dot menu at the top right of the member's name card.
Click Manage Roles.
Under the document option give access to the relevant
Click Save.