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

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/SES/WSS) users 

Environment

All Broadcom GCP SaaS Customers using Federation Single Sign On 

Product Console URLs: 
SES: https://securitycloud.symantec.com/cc/#/landing
WSS: https://portal.threatpulse.com/
RALLY: https://rally1.rallydev.com/slm/login.op

Cause

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

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 product URL {Clarity url /Rally (via Rally Tile or link you use to access Rally via Federation), WSS/SES product landing page} with your credentials. Always start a new login session.
2. Once logged into the company Clarity/Rally portal or SAAS product URL (SES/WSS), 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 authenticate based on your product console 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