Problem

When logging in to the Everbridge Manager Portal or Everbridge Member Portal using Single Sign-On (SSO), the following error occurs:

Unauthorized Access
Either the authentication request was rejected/cancelled, or the authentication provider denied access due to permissions, etc. Review logs to find the root cause of the issue.

Root Cause

This issue has been found to be related to several possible causes:

1. The SSO User ID and NameID within the user's or contact's IdP system do not match.
2. A browser issue - The browser cache/cookies/history for all time needs to be cleared.
3. The user account is not properly configured in the correct IdP group that has access to the Manager Portal.
4. The IdP has not granted the necessary permissions to access Everbridge.

Solution

SSO ID and NameID Do Not Match:

The NameID value in a SAML response must match what is stored in the Everbridge SSO ID. Keep in mind that these values are case-sensitive. The value needs to match exactly with the SSO User ID in the Everbridge User or Contact record.

To update a User's SSO ID, see knowledge article EBS: Updating User SSO IDs in Everbridge Suite.

To update a Contact's SSO ID, see knowledge article EBS: Updating Contact SSO IDs in Everbridge Suite.

Browser cache

1. Open your browser settings and clear your cache/cookies/history for ALL time.
2. Once you have cleared your browser cache/cookies/history for ALL time, open a fresh browser window and attempt to log in again.

IdP Group Configuration

If you are still unable to log in, contact your IT team to verify that your account is listed in the correct IdP group that has access to the Manager Portal.

IdP Permissions

Ensure that your IdP has granted the necessary permissions to access Everbridge. If issues persist, you may need to contact your organization's administrator for further assistance.

Refreshing Contact Information

If all other solutions fail, try the following steps:

1. Delete the SSO User ID from your contact record
2. Save the changes
3. Delete the entire contact record
4. Recreate the contact record

This process may resolve login issues by refreshing the contact information in the system.