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Single Sign-On (SSO) Issues

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Issues

Unable to sign in via Single Sign-On (SSO). (If you are signing in using Firstup Authentication, then please refer to the Reset or Change Your Password article.) Example errors:  

Issue Resolution 

“Authentication failure. The status code of the response was not Success, was Responder.”

Reach out to your internal IT team with a screenshot of the error and note your username.

Firstup Support cannot resolve these types of errors because SSO account issues require access to the Identity Provider (IdP) for your SSO configuration. 

"The signed in user is blocked because they are not a direct member of a group with access, nor had access directly assigned by an administrator."

"The signed in user <email> is not assigned a role for the application."

"Incorrect password."

Reach out to your internal IT team with a screenshot of the error and note your username.

Firstup Support cannot resolve these types of errors because SSO account issues require access to the Identity Provider (IdP) for your SSO configuration. 

Note: If you are signing in using Firstup Authentication, please refer to the Reset or Change Your Password article.
"unexpected JWT "exp" (expiration time) claim value, timestamp is <= now()"

Note: This error refers to Studio users. 

Adjust or re-sync the time on your device to the correct time and retry. 
"The user does not have a sufficient role to access this application"

Note: This error refers to Studio users. 

  • Update the user's Studio permissions to a higher level than member, e.g. content creator. 
  • Clean browser history and try again.

 

SSO vs Firstup Authentication

You know that you are signing in via SSO because the Firstup website or mobile app has just the Sign In button and the links to the terms - when you click on Sign In, you see your company's SSO sign-in page.

SSO Authentication Screenshots:

 SSO_Only.png

In contrast, you know that you are signing in using Firstup Authentication because there is a spot for your email (or username) and password on the Firstup website or mobile app. You never leave the sign-in page - you sign in directly from the onfirstup.com sign-in page. There is also a "Join Now" button for creating new accounts and "Forgot Your Password".

Firstup Authentication Screenshots:

Email_Only.png

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