Common Issues

Unable to Log In

Cause:

• Incorrect username or password.
• Accounts may be locked due to too many failed login attempts.
• MFA (Multi-Factor Authentication) not set up correctly.

Solution:

• Double-check the entered credentials.
• If your account is locked, contact your administrator to unlock the account.
• Ensure that your MFA device (e.g., Google Authenticator) is properly configured. If issues persist, reset your MFA via your profile settings or request help from IT support.

Forgot Password

Cause:

• The user forgot their password or entered it incorrectly multiple times.

Solution:

• Use the "Forgot Password" link on the login page to initiate the password reset process. You will receive an email with instructions to reset your password.
• Follow your organization's password policy when creating a new password.

MFA Device Lost or Inaccessible

Cause:

• The user lost access to their phone or authenticator device.

Solution:

• Contact your system administrator or IT support to reset your MFA configuration.
• If backup codes were provided during MFA setup, use those to log in and reconfigure your device.

SSO Not Working for an Application

Cause:

• The SSO configuration for the application may be incorrect.
• The user's role or permissions may not include access to the application.

Solution:

• Confirm that the application is properly configured for Single Sign-On (SSO) in the IAM portal.
• Check with your administrator to ensure you have the appropriate permissions for that application.
• Clear your browser cache or try using a different browser to eliminate any session-related issues.

Access Denied to an Application

Cause:

• The user does not have the appropriate role or permissions for the application.
• The application may have been deactivated or removed.

Solution:

• Verify that your role includes access to the application. If needed, submit an access request via the IAM portal.
• Contact your system administrator to check if the application has been removed or if your access level needs to be modified.

Unable to Add a New Application to IAM Portal

Cause:

• Incorrect protocol settings (e.g., SAML, OAuth) or missing metadata.
• The user does not have sufficient privileges to add new applications.

Solution:

• Verify that the application supports SSO and ensure that the correct metadata (e.g., SAML endpoints, certificates) is provided.
• If you do not have the correct permissions to add new applications, contact your administrator.

Unable to Enroll Biometrics (Face or Fingerprint)

Cause:

• Poor lighting, incorrect positioning of face or finger, or device limitations.

Solution:

• Ensure the area is well-lit and that the face or finger is positioned correctly during biometric capture.
• If the issue persists, check that your device supports biometric authentication or contact IT support for assistance.

Access Request Approval Delays

Cause:

• The request may be pending approval from an administrator or manager.

Solution:

• Check the status of your access request in the IAM portal.
• If it's still pending, contact the approver or administrator to expedite the process.

User Profile Information Missing or Incomplete

Cause:

• Mandatory fields (e.g., demographic data) may not have been filled in during onboarding.

Solution:

• Navigate to the "User Profile" section and complete any missing information.
• If some fields are locked, contact the administrator to update your profile.

Unable to Generate or View Reports

Cause:

• Insufficient permissions to access reporting features.

Solution:

• Verify that your role has the necessary permissions to generate or view reports.
• Contact your administrator to assign the appropriate access rights.

Group Assignment Not Working

Cause:

• Incorrect group assignment or the user is not part of the correct group.

Solution:

• Verify that the user is assigned to the appropriate group within the IAM portal.
• If group settings are incorrect, modify the group membership or contact an administrator for assistance.

Issues with Password Policy Enforcement

Cause:

• The password does not meet the organization's security criteria (e.g., length, complexity).

Solution:

• Follow the password policy set by the IAM system (e.g., use a mix of uppercase, lowercase, numbers, and special characters).
• If unsure of the policy, refer to the password guidelines provided in the system or ask the administrator for the policy.