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FAQs: Ideagen Hub and Ideagen Quality Management Professional
Who is this article for?
Administrators planning to implement Ideagen Hub.
No special access or permissions are required.
To support you through your move to Ideagen Hub, we’ve compiled a set of frequently asked questions covering the essentials from setup and login to user guides, support routes, and product preparation.
If you’re looking for quick answers or want to double‑check something before go‑live, this is the best place to start.
To make these FAQs easier to navigate, questions have been grouped into the following sections:
- Timing of migration
- Pre-migration requirements
- Password & security
- Customers using single sign on (SSO)
- Login experience - Windows client users
- Login experience - web client users
- Post-migration issues
- User management
- Multiple products
- Features & benefits
- Access to Luminate
- Data & workflows
- Validated systems
- Multiple databases
- Key resources
Timing of migration
When exactly will the migration happen?
Answer: We will send you your exact date in an email. We are conducting the migration in carefully considered waves so each customer has an individual migration date. We will send you an email ahead of time with the date and also in-product messages to remind you. We will time the migration when we know usage of your systems is low to minimise risk.
Will there be downtime?
Answer: There may be a short period of downtime but this will be minimal and will be scheduled for a time when we know usage of your systems is low.
How long will the downtime be?
Answer: We don't anticipate it will be long and it will definitely be less than two hours. We will schedule for a time when we know use of your system is low.
Will it be during business hours or outside business hours?
Answer: We will schedule migrations at times when there is low usage on your solution.
Pre-migration requirements
What do I need to do before migration?
Answer: You need to complete two important actions:
- Add your email address to your Ideagen Quality Management user profile as the primary email address (if not already added). If you don't have permissions to do this, speak to your account admin.
- Ensure your username does not contain spaces or invalid characters. If it does you will not be able to access your product. Some examples include:
Will work:
- Johndoe
- John_doe
- John.doe
- John-doe@gmail.com
- John. Doé
Won't work:
- "john doe" (contains space in the middle)
- " john.doe" (contains space at start)
- "john-doe " (contains space at end)
Your user name can only be updated by your system administrator. You can find a handy 'how to' guide on Luminate: Preparing for Ideagen Hub implementation.
What happens if I don't add my email address before migration?
Answer: You will not be able to access your Ideagen Quality Management solution. This is why it's really important that your email address is added before migration, so that your user account can be migrated to Hub.
What makes a username "invalid" for Hub?
Answer: The best advice is keep it simple. Ensure the username do not have any "empty strings", so no spaces, tabs, new lines, line breaks, control characters (non-printable ASCII characters like NULL, backspace, escape sequences, direction marks).
How do I know if my username needs updating?
Answer: Your system administrator will be able to run a report to identify any usernames that need updating. You'll also receive communications 4 weeks before migration with specific instructions. Your user name can only be updated by your system administrator. You can find a handy 'how to' guide on Luminate: Preparing for Ideagen Hub implementation.
Can individual users update their own details or does admin need to do it?
Answer: Individual users can update their own email addresses if they have access to the People module. This must be in the primary email address field. However, usernames can only be updated by your system administrator. You can find a handy 'how to' guide on Luminate: Changing a username.
Password & security
Will I receive an email asking me to reset my password?
Answer: If you DO NOT have single sign on (SSO): Yes, you will receive a welcome email from Ideagen with information about accessing Ideagen Hub. When logging in for the first time you will need to reset your password. This is a legitimate email from us. To help you identify it as genuine, we will inform you in advance that this email is coming, and it will reference your upcoming migration date.
Answer if you DO have single sign on (SSO): Yes, you will receive a welcome email from Ideagen with information about accessing Ideagen Hub. Single sign on customers will not need to update their passwords.
Is this email legitimate or phishing?
Answer: We can understand why you would be cautious, any email asking you to update your credentials should be considered with a level of suspicion. We will contact you in advance to let you know this email is on its way. You'll receive advance notice about this migration through your Account Manager and multiple communications before the migration date. If you're still unsure, don't click any links - instead, contact your Account Manager or system administrator to verify.
What happens to my current Ideagen Quality Management password?
Answer: All passwords need to be reset unless you sign on using SSO. See the separate question about resetting your password.
Customers using single sign on (SSO)
I use SSO (Okta, etc.) - what changes for me?
Answer: Your SSO will continue to work. However, your IT team will need to update your SSO configuration to include the new Hub URL two weeks ahead of your migration date. Your authentication will route through Hub, but you'll still use your existing SSO provider (Okta, Azure AD, etc.).
Will my SSO still work?
Answer: Yes, SSO will continue to work. It will route through Ideagen Hub but still use your existing identity provider. Your IT team just needs to update the configuration with the new Hub URL which will be sent to you two weeks before your migration date.
What's the new Hub URL I need to configure in my SSO provider?
Answer: This is unique to each customer and will be sent to you ahead of your migration date.
Login experience - Windows client users
I use the Windows client - how does this affect me?
Answer: You can continue using the Windows client exactly as you do now. The only change is that when you log in, you'll authenticate through Ideagen Hub. Your day-to-day work in the Windows client remains the same.
Will I be forced to use the web client?
Answer: No. You can continue using the Windows client. However, please note that some future features like Mazlan AI will only be available through the web client.
What will my login experience look like if I use Windows client?
Answer: You'll still open your Windows client as normal. When you log in, you'll see the Hub authentication screen. Once authenticated, you'll be in your familiar Windows client interface.
Login experience - web client users
What will my login screen look like after migration?
Answer: When you navigate to Ideagen Quality Management, you'll see a button that says "login". Click this button, enter your credentials on the Hub login screen, and you'll be taken directly into Ideagen Quality Management.
Will my bookmarked URL still work?
Answer: Yes, your bookmarked URL will still work. You'll just see a new "login" button instead of the previous login screen.
Post-migration issues
What happens if my user account doesn't migrate?
Answer: If your user account doesn't migrate (typically due to missing email or invalid username), you will not be able to log into Ideagen Quality Management after the migration.
Who do I contact if I can't log in after migration?
Answer: First, contact your system administrator. They can check if your user account migrated successfully and manually add you via Hub if needed. If your administrator needs assistance, please raise a support ticket.
User management
How do I add new users after migration?
Answer: After migration, all user management happens in Ideagen Hub. You'll add new users in Hub and they will automatically sync to Ideagen Quality Management. Users can no longer be added directly in Ideagen Quality Management. You can still click the 'new person' icon in the People module of Ideagen Quality Management but it will automatically direct you to Ideagen Hub.
How do I archive/remove users after migration?
Answer: User archiving and removal is done through Ideagen Hub. Any changes you make in Hub will automatically sync to Ideagen Quality Management.
Can I still manage users directly in Ideagen Quality Management?
Answer: No. After migration, user management in Ideagen Quality Management becomes largely read-only. All user additions, updates and archiving must be done through Ideagen Hub, which then syncs these changes to Ideagen Quality Management. There are a few exceptions - for example, permissions and groups can be updated in Ideagen Quality Management.
Multiple products
I have multiple Ideagen products - do I only log in once?
Answer: Yes! This is one of the key benefits of Hub. You log in once through Ideagen Hub and gain access to all your Ideagen products - Ideagen Quality Management, Luminate and any other Ideagen solutions you use.
Will Hub log me into all my Ideagen products?
Answer: Yes. Hub acts as a single sign-on for all Ideagen products. Once you're authenticated through Hub, you can access any Ideagen product you have licenses for without logging in again.
Do I need to do this migration for each product separately?
Answer: No. Once you migrate to Hub, you have single sign-on access to all your Ideagen products. You don't need separate migrations for each product.
Features & benefits
You can find out more about the benefits Ideagen Hub by visiting our dedicated Hub pages. Hear from our CTO John Molamphy and see a demo of Ideagen Hub in action: One hub, endless possibilities
Does Hub have quick links/shortcuts?
Answer: Quick links functionality is not yet available for Ideagen Quality Management but is planned for next year. Other Hub features are available now.
When will I get access to Mazlan AI?
Answer: Mazlan AI will become available to Ideagen Quality Management users after your migration to Hub. Access is for web client users only. We'll share more details after migration but you can speak to your account manager today if you're keen to learn more about how it can transform the way you work.
Can Windows client users access Mazlan AI?
Answer: No, Mazlan AI is only available through the web client. Windows client users who want to use Mazlan AI will need to access Ideagen Quality Management through the web browser.
Access to Luminate
How do I access Luminate after migration?
Answer: Once you're logged into Hub, you'll have direct access to Luminate - Ideagen's customer support portal. No separate login required.
Do I need a separate password for Luminate?
Answer: No. Your Hub login gives you access to Luminate. One login, all resources.
Data & workflows
Will my data move to Hub?
Answer: No. Your data stays exactly where it is in Ideagen Quality Management. Hub only manages your authentication (login). None of your documents, records, workflows or data moves or changes.
Will my workflows change?
Answer: No. Your workflows in Ideagen Quality Management remain exactly the same. The only change is how you log in to access the system.
Will I lose any data during migration?
Answer: No. This migration only affects authentication. All your data, workflows, configurations and customizations in Ideagen Quality Management remain unchanged.
Validated systems
I have a validated system - when will I migrate?
Answer: Validated systems are part of a separate migration project planned for the next financial year (FY27). You are not included in the March-April 2026 migration waves. You'll receive separate communications about validated system migrations.
Multiple databases
I have multiple databases - how does this work?
Answer: The initial March-April 2026 migration waves are for customers with single live databases (plus training). If you have multiple databases, you'll be included in a later migration wave. You'll receive separate communications about your specific migration timeline.
Key resources
The following resources will help you understand the purpose of Ideagen Hub in more depth and support you in getting the most value from the new experience: