Problem Number: 522 (initial investigation) 594 (continuation)
Affected System: Pulse/OnlineDMP
Issue summary
When clients are attempting to login to their accounts online the login fails meaning clients are unable to access it. or receive any Unlock/activation emails.
When looking in the Security section of the client account. it appears that the FactorID, SecurityID and the Status is all blank.
Current Workaround
Please raise a fresh ticket this will be assigned to the App Support team.
Remove the old account from Pulse ( this will remove the email address from okta)
Ensure that the clients email address is only used once in Pulse.
Follow the documentation to add the clients email address to okta.
If the issue persists, ensure a ticket is raised and advise the client to continue without the online for now until the issue is resolved.
Permanent Solution / Accepted Workaround
Initial investigations looked at 62 incidents and how the information moved from pulse to okta. It was found that here are 4 components to logging in online, if the information from component one was missing then the login would fail. This also highlighted multiple different error reasons.
These errors where broken down and this work was continued in prb-954. This identified that email addresses had been used on more than one account which causes conflict when the client tried to log in. Please follow the current work around while investigations are ongoing.