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  • 1.  SSO - Forced to authenticate every login

    Posted 06-23-2026 10:35
    Edited by Jason Kleitz 28 days ago

    Hello,

    We've noticed about a month or so ago when we login to Genesys Cloud using SSO, we have to enter our email and password every time.

    image

    Whereas before, we would login and the system recognized our connected accounts immediately. 

    image
    Did something change recently? Anyone else encountering this as well?
    Thank you


    #Omni-ChannelDesktop/UserInterface
    #System/PlatformAdministration
    #Other

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    Dianne
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  • 2.  RE: SSO - Forced to authenticate every login

    Posted 06-23-2026 11:24

    Hi Dianne, This is usually handled by the IdP (SSO), not something controlled in Genesys Cloud.
    I'd check your Azure AD config - session lifetime, sign-in frequency, and Conditional Access policies are the usual suspects. Also, browser updates (cookies / 3rd-party / privacy changes) can definitely cause this kind of behavior.


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    Att,
    Breno Canyggia Ferreira Marreco
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  • 3.  RE: SSO - Forced to authenticate every login

    Posted 06-23-2026 13:53

    Thank you Breno!



    ------------------------------
    Dianne
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    Original Message


  • 4.  RE: SSO - Forced to authenticate every login

    Posted 06-24-2026 07:40

    Hi Dianne,
    I had the exact same problem. Please check Account --> Organizations Settings --> Authentication, if "Organization-wide timeout" is activated. As soon as I turned it off, the problem was gone.
    Funny part is: The problem started in my company about a month ago, even if I did this settings in January. Seems that this feature did not work properly the monthes before but does now. Please let me know, if this helps.



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    Christoph Domaschke
    Produktmanager Kunden-Dialog-Center
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  • 5.  RE: SSO - Forced to authenticate every login
    Best Answer

    Posted 06-29-2026 11:54

    Turns out, it was a Genesys Cloud configuration. New setting under Single Sign-On:

    image
    This setting was checked in all our orgs, and we had to uncheck them


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    Dianne
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  • 6.  RE: SSO - Forced to authenticate every login

    Posted 06-29-2026 11:59

    Thank you for sharing @Christoph Domaschke & @Dianne Gabriel.



    ------------------------------
    Att,
    Breno Canyggia Ferreira Marreco
    ------------------------------

    Original Message


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