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 two 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.

Solution:

Please reference the following information and instructions to address the root causes above.

SSO User ID and NameID Do Not Match:

The NameID value in a SAML response must match what is stored in the Everbridge SSO User 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 record.

To update a user's SSO User ID, follow the steps listed below:

1. Log in to the Manager Portal and select the appropriate organization from the upper right-hand corner.
2. Select Access from the top menu bar.
3. Click the pencil icon next to the appropriate user to edit that user's record.
4. Update the SSO User ID information to match the SAML response NameID.
5. Click Save.

 To update a contact's SSO User ID, follow the steps listed below:

1. Log in to the Manager Portal and select the appropriate organization from the upper right-hand corner.
2. Select Contacts from the top menu bar.
3. Click the pencil icon next to the appropriate contact to edit that contact's record.
4. Update the SSO User ID information to match the SAML response NameID.
5. Click Save.  

Browser Issue: 

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, please open a fresh browser window and attempt to log in again.

If users or contacts are unable to log in via SSO after verifying their IDs match and their browser Cache/Cookies/History have been cleared for ALL time, please contact Everbridge Technical Support.