Keywords: Signals Notebook, login, email, password.
There are different scenarios that lead to this error being presented.
- The most likely scenario is that the user has entered the wrong password. This can be easily resolved by clicking on the “?” and following the Reset Password workflow. Note that if the user is set up on multiple tenants, all using the same authentication (Auth0) then the password is shared between them all.
- It is also possible that the user is not even an active user on the tenant. This could be because they have been deactivated as a user, they could have the wrong tenant completely, or they could have been set up using a different domain on the same tenant where that domain uses a different authentication (SAML). The administrator should check if the user is an active, or deactivated user, on that tenant, if they are not the administrator can add them to the tenant or they can be directed to the correct URL. If there are multiple domains and a different domain is using an external IdP (SAML) then that is likely the URL they need to use. Regardless you should double check that they have the right domain. The Reset Password workflow will not work here, the end user almost certainly will not receive a Reset Password email. The resolution here is to use the correct URL.
- The final scenario is very unlikely to happen and is essentially a variation on the scenario above, but included here for completeness. If an administrator set up the user using a domain using an external IdP (SAML) and then changed that domain back to using Signals Notebook Authentication (Auth0), then the user may not have been set up in Auth0. In this case although the URL is correct, the Password Reset workflow will not result in the user getting a password reset email. To resolve this, you can set up the user on any other tenant using an Auth0 domain, have them set up their password, and then deactivate them from that tenant. That password will then work on their desired domain.
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