Problem

Logging in to the ManageBridge App using SSO sends a user to the manager portal in their mobile phone web browser. If the same user logs in using their credentials, they are directly logged in to the ManageBridge App.

Expected behavior: it is expected that regardless of login method, a user would be directed to the ManageBridge App. This issue can happen with iOS devices, where users may get stuck after the authentication screen during SSO login.

Root Cause

This is likely an issue with the IdP configuration, browser settings, or a cache issue. The redirection problem typically occurs when Single Sign-On (SSO) settings are not properly configured to handle mobile app redirects. On iOS devices specifically, there may be conflicts with how the authentication flow handles browser redirects.

Solution

Try these troubleshooting steps:

1. Check your IdP configuration to ensure it allows redirects for the ManageBridge mobile app.

2. Confirm that your organization's SSO settings are properly set up for third-party app access.

3. For iOS devices, ensure that the 'Use Mobile Default Browser' option is selected in the Everbridge platform backend settings. This allows the authentication to open the default browser on your device, resolving potential redirect issues.

If you continue to experience issues, please contact Everbridge Technical Support. Be ready to provide your account information, user details, and a screenshot or screen recording that illustrates the issue.