Genesys Cloud - Main

I have a user who recently had a name change. We use Azure for Single Sign on and added her AD account in the SSO group for Genesys Cloud. The user is still unable to log in. 

Any suggestions? #UserExperience #usersettings

Hello Elyse, 

There are a couple things we can check:

1. Azure AD sync
   1. Ensure that the name change has been fully propagated in azure ad
   2. verify that azure has completed the name change
   3. check ig the users principal name (UPN) has been updated in azure
2. For Genesys config
   1. Verify that the email address/username in GC matches exactly with the azure UPN
   2. check if the users email address in GC has been updated to match any changes in azure
   3. ensure user is still properly assigned to the correct SSO group in azure

For some general SSO troubleshooting steps you can try having the user completely sign out of all browser sessions, clear browser cache and cookies. They can also try accessing GC through an incognito/private browser window. You may also want to verify if the user is using the correct org login URL and ensure they are selecting SSO option during the login attempt. 

If all of this has been done and the user still cannot login, I would recommend opening a ticket with our support team and provide console and network logs of the error they will be able to look at your environment and logs and dig down deep, at least more so then we can do here in a public forum. 

Hope this helps!

I have a user who recently had a name change. We use Azure for Single Sign on and added her AD account in the SSO group for Genesys Cloud. The user is still unable to log in. 

Any suggestions? #UserExperience #usersettings

Thanks Cameron! 

We ended up having to remove the user from SSO and re-add them. That seemed to work out for us. 

Hello Elyse, 

There are a couple things we can check:

1. Azure AD sync
   1. Ensure that the name change has been fully propagated in azure ad
   2. verify that azure has completed the name change
   3. check ig the users principal name (UPN) has been updated in azure
2. For Genesys config
   1. Verify that the email address/username in GC matches exactly with the azure UPN
   2. check if the users email address in GC has been updated to match any changes in azure
   3. ensure user is still properly assigned to the correct SSO group in azure

For some general SSO troubleshooting steps you can try having the user completely sign out of all browser sessions, clear browser cache and cookies. They can also try accessing GC through an incognito/private browser window. You may also want to verify if the user is using the correct org login URL and ensure they are selecting SSO option during the login attempt. 

If all of this has been done and the user still cannot login, I would recommend opening a ticket with our support team and provide console and network logs of the error they will be able to look at your environment and logs and dig down deep, at least more so then we can do here in a public forum. 

Hope this helps!

I have a user who recently had a name change. We use Azure for Single Sign on and added her AD account in the SSO group for Genesys Cloud. The user is still unable to log in. 

Any suggestions? #UserExperience #usersettings

I have a user who recently had a name change. We use Azure for Single Sign on and added her AD account in the SSO group for Genesys Cloud. The user is still unable to log in. 

Any suggestions? #UserExperience #usersettings

#PlatformAdministration
#SystemAdministration

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Elyse Gritsonis
Business Analyst
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