Problem

When logging in to the Everbridge Member Portal, a Contact is redirected to the Single Sign-On login page with the following error in the URL:

Error internal_validation_error

Root Cause

The Contact's SSO User ID in Everbridge does not match what is in the site's IDP configuration for that Contact. Either there is a mismatch, the User ID is missing, or there is no active Contact record for the Contact having the issue.

Solution

1. Confirm the Contact exists within the Organization.

2. If so, confirm that the Contact record has an SSO User ID.

3. Check the SAML response and Compare the NameID value in the XML to the SSO User ID in the Contact or User profile to ensure the values match. See knowledge article EBS: Capturing a SAML Response When Logging Into Everbridge Suite via Single Sign-On (SSO) for information on how to capture the SAML response.

4. Confirm that the SSO User ID in the Contact record matches what is in the IdP configuration. SSO User IDs are case-sensitive and MUST match exactly.

5. If there is a mismatch in the SSO User ID between the IdP and Everbridge, update the Contact record in Everbridge. Everbridge Technical Support cannot make this change for you.

6. Ensure you are using the correct login URL for your Organization's Member Portal.

7. Verify that the SSO configuration is saved correctly at the Organization level:

   • Navigate to Settings > Security > Single Sign-On Member Portal.

   • Select the Member Portal checkbox under Manage Single Sign-On Settings.

   • Click Save at the bottom.

   • Download the Everbridge metadata file and upload it to your identity provider to confirm the configuration is correct.

8. Clear your browser's cookies and cache before attempting to log in again.

If the issue persists after trying these steps, you may need to contact Everbridge support for further assistance.