Objective
Provide a step-by-step guide for resolving issues when logging into the FYLD platform using Single Sign-On (SSO) providers like Okta or Microsoft Entra.
Background
The Single Sign-On functionality simplifies access to the FYLD app and FYLDCloud by allowing users to authenticate using their company’s SSO provider. If login issues occur, they may be due to mismatched email addresses, incorrect app configuration, or outdated app versions.
Steps to Troubleshoot
Part 1 - Confirm the Basics
The Right Email Address
Ensure the email or phone number you’re entering matches what the FYLD platform has on record.
Typically, this will be your work email or phone number.
Verify the update with your manager or the FYLD Support team if it has recently changed.
Redirect to SSO Provider
On the FYLD app:
Enter your email on the main ‘Log In’ page (only the email field appears).
Click ‘Continue’. You should be redirected to your SSO provider (like Okta or Microsoft Entra).
On FYLDCloud:
Select ‘Login with SSO’.
Note: If a username and password box appears, click ‘Use a Login Link’ instead.
Confirm App Version
Please ensure you are using App Version 1.77 or higher, including improvements to the SSO flow.
If using an older version, update the app to resolve potential issues.
Part 2 - Check SSO Provider Configuration
Application Assignment
If you see an error like “this user does not have any/this application assigned” after logging in to your SSO provider, contact your IT helpdesk to confirm the application is properly assigned.
Login to Other Applications
You can test logging into other applications using your SSO provider.
If it works, please report this to the FYLD Support team to determine if there are any issues with your credentials or network.
If You Need to Contact FYLD Support
Provide details on the troubleshooting steps you’ve already attempted. This avoids repeating efforts and ensures faster resolution.
You can reach out through any Support channels detailed in the "Using FYLD Support" article.
By following these steps, you should be able to resolve most login issues related to Single Sign-On. If problems persist, don’t hesitate to escalate the matter to the relevant support teams.