On Demand Portal - Invalid Credentials reported when logging in to Clarity PPM through SSO

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Article ID: 194001

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Updated On:

Products

Clarity PPM On Premise Clarity PPM SaaS

Issue/Introduction

Product: On Demand Portal; Clarity PPM
Module: SSO; Invalid Credentials

Some users report that they cannot login to Clarity PPM, by using their company's SSO URL. A page such as the one shown below gets displayed.

Cause

This can be caused by users getting locked in the On Demand Portal. SaaS Operations can see logs such as the below being logged.
"
This user account has been locked due to excessive failed login attempts
"

Resolution

Contact Support to work with SaaS Operations to unlock the locked accounts. Contact your organization's SSO Administrators to understand the reason for excessive incorrect login attempts for these accounts, that would have caused the locking in the first place.

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