Symptom
When attempting to log in to the Alliants Experience Platform (AXP) via SSO, a staff user sees an "Unexpected Error Occurred" message and cannot access the platform.
Cause
The user's account has been deactivated in AXP. A deactivated account cannot be recovered through the standard login or by the customer. This is distinct from a new user who has never been invited — the account exists in the system but is no longer active. Additionally, the user may not be included in the necessary SSO identity groups required for accessing the platform.
Note: This is different from a missing or never-created account. It often happens to users logging in via Single Sign On (SSO). It may also occur if the user is not part of the required SSO identity groups.
Resolution
This requires action from the Alliants support team's human agent:
Alliants support reactivates the account — The support agent locates and restores the deactivated account on the backend. Before reactivating, verify that the user is included in the relevant SSO identity groups.
2. Location admin reassigns roles — Once the account is reactivated, it will have no roles. The property's Location Admin must log in to AXP and assign the appropriate role(s) to the user:
- Go to Settings in the left-hand menu
- Click the Users tab
- Find the reactivated user and assign the correct role
Once roles are assigned, the user should be able to log in without errors.
Best Practices for User Account Setup
Always assign appropriate roles to new users during account creation.
Regularly review and update SSO identity group memberships to ensure they align with user access requirements.
Provide clear instructions to users on how to log in via SSO. By following these steps and best practices, you can minimize login issues and ensure a seamless user experience on the Alliants Experience Platform (AXP).
Troubleshooting First-Time Login Issues
New users may encounter errors during their first login attempt. To resolve this:
Re-invite the User: Send a new invitation to the user to activate their account.
Assign a Role: Ensure a user role is assigned to their profile. Without a role, users cannot access any sections of the platform.
Guide the User to Log In via SSO: Instruct the user to log in using Single Sign-On (SSO) after completing the above steps. These actions ensure that new users have the necessary permissions and active accounts to access the platform.