Troubleshooting Login Issues: A Guide for LDA Core and SSO Users

Discover how to resolve common login issues with LDA Core and SSO. This guide provides step-by-step solutions to ensure seamless access.

14 Apr 2025 By Brandon Donkersgoed

In this guide, we'll learn how to address common login issues users face, focusing primarily on LDA Core, with some insights into SSO-related problems. Understanding these challenges is crucial for ensuring smooth access to systems and maintaining productivity. We'll explore steps to verify user settings, such as checking active status and email configurations, which are often the root causes of login difficulties. By following these instructions, you can help users regain access and resolve common errors efficiently.

Let's get started

Go to Dashboard | Life Design Analysis

This guide will help you address common login issues, primarily focusing on LDA Core. It may also include some SSO-related tips.

To get started, ensure you're logged in. If you encounter any issues, contact someone with access to this screen and guide.

From there, go to System, then Permissions, and select Manage Users. Allow a few minutes for it to load, and it will be done.

Step #2: Click on "Manage Users" — Click on "Manage Users"

First, you'll notice many people. Look for the person having trouble logging in.

I'm going to use myself as an example here.

Step #4: Click on "EDIT" — Click on "EDIT"

From here, you can see a few fields. This one is specific to SSO users like me. Normally, you'd also see an email field and two password fields. A common issue people face is receiving an "An unknown error has occurred" message when trying to log in. The most common cause is that this checkbox is inactive.

Step #5: Click on "✓ Active" — Click on "✓ Active"

Ensure it is set to active, scroll down, and click Save.

Step #6: Click on "SAVE" — Click on "SAVE"

Once that's done, nothing will have changed visibly, but ideally, the user should be able to log in without any issues. However, there could still be other problems, such as needing to reset their password and being unable to do so.

Next, if they can't reset their password, ensure the "Receive Emails" option is checked.

Step #7: Click on "EDIT" — Click on "EDIT"

Step #8: Click on "Receive Emails" — Click on "Receive Emails"

If it's not, no system emails will be sent to that user. Scroll down and save. Another thing to check is if people can't log in, ensure they have an active user role.

If it's set to "lite," "expired," or any other future settings without permissions, users can log in but won't have access to anything.

Step #10: Click on "SAVE" — Click on "SAVE"

The only other thing to check, which you can't do from here, is whether the user is logged in with the correct email. Make sure to ask them which email they're trying to log in from, this can be accomplished by asking them.

This is especially true for SSO. For instances like Propel, IG, and others, except for LDA Core and BMO, users need to log in with SSO. SSO-related issues are a separate matter. Often, it's just about the active checkbox.