Login Issues Troubleshooting

Login problems in Eleos generally fall into four categories: locked accounts, incorrect email addresses, SSO configuration errors, and login loops. Use the guide below to identify the issue and take the appropriate action.

Troubleshooting Flow

1. Verify the email address the user is attempting to log in with
2. If the account is locked, escalate to Eleos Support
3. If there is an SSO configuration issue, escalate to Eleos Support
4. If the user is experiencing a login loop, clear browser cache and cookies
5. If the issue remains unresolved after the steps above, escalate to Eleos Support

Account Locked After Failed Login Attempts

A password reset alone will not unlock a locked account. This must be resolved on the admin side.

Key Action: Escalate to Eleos Support to have the account unlocked via admin.

Incorrect Login Email Address

The user may be attempting to log in with an email that does not match what was used during provisioning.

Key Action: Verify the exact email address used when the account was provisioned. If unknown, submit a ticket to Eleos Support to confirm the email on file.

SSO Configuration Errors

SSO-related login failures require review of authentication logs within the SSO provider and cannot be resolved at the support level.

Key Action: Escalate to Eleos Support for authentication log review.

Login Loops or Duplicate MFA Codes

Looping login behavior and duplicate MFA prompts are often caused by cached session data.

Key Action: Clear the browser cache and cookies, then attempt login again. If the issue persists, escalate to Eleos Support.