Users may report that they cannot log in to the portal despite having active accounts and valid credentials. This typically occurs when there is an authentication configuration mismatch — most often related to Single Sign-On (SSO), identity provider (IDP) metadata, or certificate settings. In these cases, the issue is not with the user account itself but with the SSO integration or authentication parameters, such as expired tokens, outdated certificates, or incorrect redirect URIs registered in the portal’s authentication configuration.
Solved
Why are users unable to log in to the Fenergo Portal even though their accounts are active and not locked?
Best answer by jawadkhan
Portal login failures despite active accounts generally stem from authentication configuration mismatches — particularly with SSO or certificate settings.
Possible causes:
- The SSO or IDP token expired or the identity provider certificate changed.
- The user’s role mapping was modified or deleted during a configuration update.
- The portal redirect URI no longer matches the one registered in the authentication settings.
To fix:
- Verify SSO settings under Portal Settings → Authentication — revalidate IDP metadata and redirect URIs.
- Re-sync user roles in Portal User Management → Sync Roles.
- Test login via direct URL (e.g., https://<tenant>.portal.fenergo.com/redirecttologin) to bypass redirect and confirm authentication works.
Best Practice
- Perform scheduled quarterly SSO and certificate validation tests.
- Revalidate authentication after any environment or configuration change to prevent token or redirect mismatches.
Portal login failures despite active accounts generally stem from authentication configuration mismatches — particularly with SSO or certificate settings.
Possible causes:
- The SSO or IDP token expired or the identity provider certificate changed.
- The user’s role mapping was modified or deleted during a configuration update.
- The portal redirect URI no longer matches the one registered in the authentication settings.
To fix:
- Verify SSO settings under Portal Settings → Authentication — revalidate IDP metadata and redirect URIs.
- Re-sync user roles in Portal User Management → Sync Roles.
- Test login via direct URL (e.g., https://<tenant>.portal.fenergo.com/redirecttologin) to bypass redirect and confirm authentication works.
Best Practice
- Perform scheduled quarterly SSO and certificate validation tests.
- Revalidate authentication after any environment or configuration change to prevent token or redirect mismatches.
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