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 exactly.

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.

5. Recent changes to SSO configuration or expired certificates.

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. The value needs to match exactly with the SSO User ID in the Everbridge Contact record.

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

Browser Issues

1. Open your browser settings and clear your cache/cookies/history

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

3. Try using an incognito/private browsing window to rule out browser-related issues.

IdP Group Configuration

If you are still unable to log in, contact your IT team to verify that:

1. Your account is listed in the correct IdP group that has access to the Manager Portal.

2. There have been no recent changes to SSO configuration or certificates.

3. The attribute mapping in your Identity Provider's configuration is correct.

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.

Capturing SAML Data

For persistent issues, it may be helpful to capture and review SAML data to ensure configuration accuracy. Work with your Identity Provider team to help diagnose any potential configuration problems.

Additional Support

If you continue to experience issues after trying the above solutions, contact Everbridge technical support with details of your SSO configuration and the specific error message you're receiving. Be prepared to provide screenshots or a HAR file to help diagnose the problem.