Troubleshoot Login Issues: Single Sign On (SSO) Users

For your security, Resolver Support cannot directly help with creating and enabling accounts. Please contact your Resolver Core administrator if these troubleshooting steps don’t work.

Error: Session expired or invalid. Please re-login.

Occurs when a Resolver Core session has been idle in one browser tab for over 15 minutes, including when the application is open in multiple browser tabs, and one goes in-active.

Troubleshooting:

  1. Click Login.  

    1. If this isn’t your account or you’re unable to login, move to Step 2.  

      The Login screen.
  2. Click Change User.

  3. If your email address doesn’t automatically display, type it in the Email Address field.

  4. Click Login.

Error: Password field won’t disappear.

User attempts to and can’t do their Resolver Core SSO login because password field is still displaying on-screen.

The Login screen with a persistent password field.

Troubleshooting:

  1. Refresh your browser page.

  2. Check if you are accessing the correct web environment from your Resolver Core administrator. 

  3. Clear the password field and press the Tab or Enter button on your keyboard.

  4. Review the website address in your browser.
    1. If missing at the end, type: /login?sso=true.

  5. Clear Browser Cache.
  6. Contact your Resolver Core administrator to check your user profile:

    • User is enabled
    • SSO is enabled
    • Email address is correct.

If the issue persists, ask your Resolver Core Administrator to contact Resolver Support.

Error: An SSO authentication error has occurred.

Occurs when a user has an account problem or enters their SSO email address incorrectly.

An SSO authentication error.

Troubleshooting:

  1. Confirm you are accessing the correct web environment from your Resolver Core administrator.

  2. Contact your Resolver Core administrator to check your user profile:

    • User is enabled

    • SSO is enabled

    • Email address is correct.

  3. Contact your company’s IT Team to review your SSO Identity Provider (IdP). They can ensure your user is active and the credentials match your Resolver Core email address.

If the issue persists, ask your Resolver Core Administrator to contact Resolver Support.

Error: Sorry, but we’re having trouble signing you in.

Occurs when a user’s SSO login fails and they see a SSO IdP error message outside the application, without the Resolver logo.

A sign in error message.

Troubleshooting:

  • Contact your company’s IT Team to review your SSO IdP and ensure your user is active and the email address on file matches your Resolver Core email address.
When unknown login errors occur, clearing your browser cache can often resolve the issue. Read more: Clear Browser Cache. If the issue persists, ask your Resolver Core Administrator to contact Resolver Support.

Error: This site can’t be reached / DNS_PROBE_FINISHED_DOMAIN

Occurs when a user’s SSO login fails due to an issue on their device’s Domain Name System (DNS) library.

A site can't be reached error.

Troubleshooting:

  • Contact your company’s IT Team to review your device’s DNS settings.

Error: Stuck on Authenticating (Internet Explorer only)

Occurs when a user tries a Resolver Core SSO login on Internet Explorer (IE) and the login screen does not move past the Authenticating... state. 

Troubleshooting:

  1. Try to access Resolver Core with another browser like Google Chrome or Microsoft Edge.

  2. To resolve this issue for IE, see SSO Stuck in Authentication.

Beginning in 2022, Core will be ending support for Internet Explorer 11. If you are currently using Internet Explorer 11, we recommend that you switch to another supported browser. Read more here about Internet Explorer becoming an End of Life (EOL) software.