Gather Necessary Research Information
The following information will be needed when submitting a ticket:
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Schema Name
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Impacted Environment
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Number of Users Reporting Issues
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Single/Limited User Issue?
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Gather Name, Web ID, and Time of Failed Login Attempt
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Connection Issues
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Are some users able to log in via SSO successfully?
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Are users able to log in successfully with Callout usernames and passwords?
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Is the authentication service or group managing the service reporting any issues?
Basic Triage
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Are impacted users in the same geographical area or on the same network?
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Are users receiving an error message? If so, what does it say?
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Is the customer configuring SSO or reporting an issue with the existing configuration?
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Check the Sys Admin > SSO Config page. Ensure all required information is present and that the URLs provided are customer owned URLs. ARCOS URLs should not be input into this page.
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Single User Issue
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Verify that the user should be able to log in based on their Security Group, User Login Admin settings, etc.
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If the user should be able to log in successfully and is unable to do so, submit a ticket to ARCOS Support.
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