Issue Overview:
When a user encounters an SSO login error, one potential cause is the existence of duplicate user accounts within the system. If both accounts share the same Federation ID, authentication conflicts may arise, preventing successful login.
Identifying the Problem:
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Affected users report receiving an SSO login error message.
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Investigation reveals that there are two accounts associated with the user in Salesforce.
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Both accounts have been assigned the same Federation ID.
Resolution Steps:
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Verify User Accounts:
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Check for duplicate accounts in Salesforce.
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Identify the primary and secondary accounts based on territory assignments and active usage.
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If a duplicate account is found, escalate the issue to The Prescriber 360 Team.
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Escalation to The Prescriber 360 Team: kki.support@p360.com
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Once escalated, The Prescriber 360 Team will verify whether duplicate Federation IDs exist.
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If duplicates are found, The Prescriber 360 Team will remove the Federation ID from the incorrect or inactive account.
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Notification of Account Update:
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The Prescriber 360 Team will send an email to the Help Desk detailing the account update and Federation ID removal.
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User Verification:
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Once informed by The Prescriber 360 Team , the Help Desk should reach out to the user and ask them to attempt logging into Veeva/Salesforce.
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If login issues persist, further troubleshooting may be required.
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Conclusion:
Properly managing user accounts and ensuring that each Federation ID is uniquely assigned is critical to maintaining a seamless SSO experience. By promptly identifying and escalating duplicate account issues, organizations can minimize authentication conflicts and enhance system reliability. A structured escalation process ensures that duplicate Federation IDs are swiftly resolved, keeping users productive and reducing login disruptions. Continued monitoring and adherence to best practices will help prevent similar issues in the future.