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Error: Password reset is not allowed for this user - Federated/SSO User Login

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Article ID: 212348

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Updated On:

Products

Support Portal

Issue/Introduction

Customer unable to login into Broadcom Portal nor able to Reset the Password for the Support Portal.

Error: "Password reset is not allowed for this user"

This article Guide the Federated/SSO (Rally/Clarity/Cloud Portal) users 

Cause

Federated/SSO (Rally/Clarity/ Cloud Portals) Customers having their Company IDP login integrated with Broadcom Login Portal.


Environment

All Broadcom GCP SaaS Customers using Federation Single Sign On 

Resolution

Customers have to follow the below procedure to avoid Unable to Login/Password reset is not allowed for this user

  1. Login into the clarity URL/Rally (via Rally Tile or link you use to access Rally via Federation)/Cloud Portal URL (Based on your company product contracts) with your credentials
  2. Once logged into the company Clarity/Rally portal in the browser, open a new tab in the same browser 
  3. Enter the link https://support.broadcom.com/user in the new tab
  4. Once entered there the page will auto authenticated based on your Clarity/Rally credentials and you will be logged in.

NOTE: If a Rally Product user is unable to access the Broadcom Support Portal using the normal federated user authentication process, then, it could be due to the reason, user is most likely a Rally Sub-Admin or is on the exception list for that subscription. In those cases, a user will not be redirected.

So, user needs to login to Rally via Okta, not a local account, as they are federated for Rally. After logged into Rally via Okta, they need to open a new page to https://support.broadcom.com/user . Below are the steps:

Access the Okta page (xyz.okta.com) and click the Rally Tile

Rally Page Dashboard

In a new tab in same browser, access the Broadcom Support Portal. 

Also, please note that it is very rare for a Rally user to log into the Okta dashboard and click on the Rally tile. Almost all Rally users authenticate via federation and land directly into Rally itself.

 

 

If you don't have access to clarity/Rally application, please reach out to your internal  Admin to get access.

Need further assistance?

If you need help with any of these steps, contact Broadcom Customer Care. You can also use our Virtual Chat in the lower-right corner of the Customer Support website.

Additional Information

For any Further details, You may refer to below articles

Rally: Ping SSO to Okta SSO migration FAQ

Clarity SaaS Broadcom Okta URL Update

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