QUESTION   Why can't users log in with Active Directory credentials?

Active Directory integration is enabled and users cannot access their Workplace accounts with their Active Directory credentials.

ANSWER  First, confirm the users having trouble are able to successfully authenticate on other systems with those same credentials. Then contact support with additional information.

If using the OnPrem method (refer to Active Directory: On Prem Agent), all users must be able to login to server(s) hosting the AD integration agents with their domain credentials. This is mandatory for the integration to work.

  1. First confirm the users having trouble are able to successfully authenticate on other systems with those same credentials.

  2. Contact support (refer to Get support for your Workplace account ) and include this additional information:

    • Are any of the users provisioned via the AD integration able to login?
    • Confirm and note the User IDs experiencing trouble logging in.
    • Reproduce and note the issue and provide the date, time, and time zone for when the issue occurred. This will allow us to trace it in the logs.