Getting above error when trying to login using SSO. 

When I do inspect on console and network logs, getting error "https://login.mypurecloud.com/session 401 (Unauthorized)"

What are possible reasons for this specific error?

Getting above error when trying to login using SSO. 

When I do inspect on console and network logs, getting error "https://login.mypurecloud.com/session 401 (Unauthorized)"

What are possible reasons for this specific error?

@Prasoon Pandey were you able to find the root cause.  One of our users is sporadically having this issue making it difficult to capture logs for and troubleshoot.

Getting above error when trying to login using SSO. 

When I do inspect on console and network logs, getting error "https://login.mypurecloud.com/session 401 (Unauthorized)"

What are possible reasons for this specific error?

Hello Jennifer, 

Are the users eventually able to login? If so what are the steps you took to get them logged in?

Cheers, 

@Prasoon Pandey were you able to find the root cause.  One of our users is sporadically having this issue making it difficult to capture logs for and troubleshoot.

Getting above error when trying to login using SSO. 

When I do inspect on console and network logs, getting error "https://login.mypurecloud.com/session 401 (Unauthorized)"

What are possible reasons for this specific error?

Hi Cameron,

We primarily work in the Salesforce embedded client, which is where 3 users have seen the issue so far (none at the same time).  Two of the users would log into the Genesys Cloud site in the same browser as Salesforce, go back and refresh Salesforce, and have the session credentials stored in the browser auto-log them in upon refresh.  They never ran into the issue again to my knowledge.

With the third user, this didn't appear to work right away.  She said the issue in the Salesforce embedded client persisted, but eventually she looked again and it was logged in.  However, a few hours later she was kicked out of the embedded client with the same error message "something went wrong".

This is a bit of an issue though since we aren't supposed to be running both the embedded client and the Genesys Cloud site at the same time, so it's not really a solution we want to recommend.  Further to this, it's odd we could log into the Genesys Cloud site and not the embedded client in Salesforce.  We use Okta to login to both.

------------------------------
Jennifer DiCesare
Consultant

Original Message:
Sent: 01-08-2025 08:42
From: Cameron Tomlin
Subject: Single Sign On for Salesforce throwing error "Oh no! Something went wrong! Please try again and notify your system administrator if the problem persists"

Hello Jennifer, 

Are the users eventually able to login? If so what are the steps you took to get them logged in?

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 01-07-2025 14:37
From: Jennifer DiCesare
Subject: Single Sign On for Salesforce throwing error "Oh no! Something went wrong! Please try again and notify your system administrator if the problem persists"

@Prasoon Pandey were you able to find the root cause.  One of our users is sporadically having this issue making it difficult to capture logs for and troubleshoot.

------------------------------
Jennifer DiCesare
Consultant

Original Message:
Sent: 09-09-2024 10:43
From: Prasoon Pandey
Subject: Single Sign On for Salesforce throwing error "Oh no! Something went wrong! Please try again and notify your system administrator if the problem persists"

Getting above error when trying to login using SSO. 

When I do inspect on console and network logs, getting error "https://login.mypurecloud.com/session 401 (Unauthorized)"

What are possible reasons for this specific error?

#API/Integrations
#SystemAdministration

------------------------------
Prasoon Pandey
Accenture Solutions Private Limited
------------------------------

Hi Jennifer, 

This is interesting. It might be something with a caching issue on the users station. But I would definitely work with your admin to open a case with customer care. As they would be able to review the events more in-depth than we can here in a public forum. If you do end up opening a case with customer care please come back here and provide the case number so that way I can track it from my end as well. 

Cheers, 

Hi Cameron,

We primarily work in the Salesforce embedded client, which is where 3 users have seen the issue so far (none at the same time).  Two of the users would log into the Genesys Cloud site in the same browser as Salesforce, go back and refresh Salesforce, and have the session credentials stored in the browser auto-log them in upon refresh.  They never ran into the issue again to my knowledge.

With the third user, this didn't appear to work right away.  She said the issue in the Salesforce embedded client persisted, but eventually she looked again and it was logged in.  However, a few hours later she was kicked out of the embedded client with the same error message "something went wrong".

This is a bit of an issue though since we aren't supposed to be running both the embedded client and the Genesys Cloud site at the same time, so it's not really a solution we want to recommend.  Further to this, it's odd we could log into the Genesys Cloud site and not the embedded client in Salesforce.  We use Okta to login to both.

Hello Jennifer, 

Are the users eventually able to login? If so what are the steps you took to get them logged in?

Cheers, 

@Prasoon Pandey were you able to find the root cause.  One of our users is sporadically having this issue making it difficult to capture logs for and troubleshoot.

Getting above error when trying to login using SSO. 

When I do inspect on console and network logs, getting error "https://login.mypurecloud.com/session 401 (Unauthorized)"

What are possible reasons for this specific error?

Thanks Cameron.  We'll probably hold off on doing so unless we have a reproducible set of steps.  It's hard to gather the logs that Customer Care always requests when we can't reproduce and the issue is more sporadic impacting different users.  I will definitely send the case number if we eventually log a case though!

Hi Jennifer, 

This is interesting. It might be something with a caching issue on the users station. But I would definitely work with your admin to open a case with customer care. As they would be able to review the events more in-depth than we can here in a public forum. If you do end up opening a case with customer care please come back here and provide the case number so that way I can track it from my end as well. 

Cheers, 

Hi Cameron,

We primarily work in the Salesforce embedded client, which is where 3 users have seen the issue so far (none at the same time).  Two of the users would log into the Genesys Cloud site in the same browser as Salesforce, go back and refresh Salesforce, and have the session credentials stored in the browser auto-log them in upon refresh.  They never ran into the issue again to my knowledge.

With the third user, this didn't appear to work right away.  She said the issue in the Salesforce embedded client persisted, but eventually she looked again and it was logged in.  However, a few hours later she was kicked out of the embedded client with the same error message "something went wrong".

This is a bit of an issue though since we aren't supposed to be running both the embedded client and the Genesys Cloud site at the same time, so it's not really a solution we want to recommend.  Further to this, it's odd we could log into the Genesys Cloud site and not the embedded client in Salesforce.  We use Okta to login to both.

Hello Jennifer, 

Are the users eventually able to login? If so what are the steps you took to get them logged in?

Cheers, 

@Prasoon Pandey were you able to find the root cause.  One of our users is sporadically having this issue making it difficult to capture logs for and troubleshoot.

Getting above error when trying to login using SSO. 

When I do inspect on console and network logs, getting error "https://login.mypurecloud.com/session 401 (Unauthorized)"

What are possible reasons for this specific error?