Authentication

Login

4.1.1 User does not exist.

Issue: When attempting to login to the platform with username and password, the following error is received: “User does not exist.”

Resolution: Please make sure that you entered the username correctly. Please register as a user in the platform if you haven’t done that by now.

Cause: Typically, the error indicates that the username does not match with an existing user in the system.

4.1.2 IDP Login Error: User is not authenticated

Issue: When attempting to login to the platform with identity provider enabled, screen turns blank and you observe the error in browser console logs: "IDP login error The user is not authenticated".

Resolution Please contact Cloudwick Support Team to re-import the SAML metadata file manually to AWS Cognito.

Steps:
    - Login to AWS Console.
    - Go to AWS Cognito Service - User Pool
    - Sign-in Experience Tab - Federated Identity Provider Sign-in
    - Metadata Document - Replace Metadata
    - Upload Metadata Document and Save changes

Cause Identity Provider [Okta, GoogleSAML, ADFS, etc] configuration has changed.

Forgot Password

4.2.1 Error

Issue: When the user is trying to submit a username or email ID in the forgot password section and an error is received

Resolution: Please make sure that you have entered the username correctly. Please register as a user in the platform if you haven’t done that by now.

Cause: Typically, the error indicates that the username does not match with an existing user in the system.

Registration Page

4.3.1 Registration Error

Issue: When the user is trying to register using the registration page and an error is received.

Resolution: Please make sure that you entered the username correctly. Please register as a user in the platform if you haven’t done that by now.

Cause: When the username or the email ID is already registered to ADC.

4.3.2 Registration Error

Issue: When the user is trying to register using the registration page and an error is received.

Resolution: Please make sure that you enter an email ID of a valid domain.

Cause: When the email ID is not of a domain that is registered to ADC.

4.3.3 User creation failed

Issue: When the user is trying to register using the registration page and an error is received.

Resolution: Please try again after some time.

Cause: When the back-end system encounters an error or an outage.