If you are hosted with Access, please raise a new case online and reference the title of this article.
Otherwise, if you are not hosted with Access, the following steps should be carried out by an experienced member of the IT team who has knowledge of IIS.
Log on to the web server
Open IIS
Expand the "Sites" node on the left
Expand any other nodes until the FocalPoint site is visible - the name of this may differ
Right click on the FocalPoint site
Select "Manage Application"
Select "Advanced Settings"
Make a note of the Application Pool displayed in the "General" section
Click "Cancel"
Click on "Application Pools" at the top of the left menu
Right click on the Application Pool that you made a note of
Select "Recycle" - there will be no confirmation message but this will have worked
Ask the user to log out and back into FocalPoint