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.