Some Employees cannot log into Survey123 website

Question

We are finding that about half of our Portal users cannot login to the Survey123 website using our Portal credentials. I cannot find any patterns that would help determine why this is happening. The users are all creator accounts.

We are at Portal 11.4 with SAML login.

Any ideas?

Thanks,

--gary

GaryBowles1 · Answer

All accounts are created manually in Portal and all users are in one "area" (Microsoft AD).

I will get someone to try with Developer Tools and see what we get.

Thanks for the info.

--gary

abureaux · Answer

How were the accounts created? There are two main ways of creating accounts: Manually, or lettings SAML do it for you. Ideally, you will be letting SAML create the accounts upon login.

If you are manually making accounts and subsequently providing credentials to people (I've had someone do this before in my environment), that is a good way to break things and cause confusion.

If you are letting SAML create the accounts automatically and it is working for some and not others, can you confirm that all users are on the same system. I.e., whatever system you are using (e.g., Microsoft AD), all users need to be located in the same "area". Portal can only be configured with a single SAML login at a time.

EDIT: worth adding that if you haven't tried this yet, get a user that is having trouble logging in to open Developer Tools (F12) and see what the error is on the Network tab)