Troubleshooting AWS Clarity login issue (1 Resource)

Products

• Clarity PPM SaaS

Issue/Introduction

How to troubleshoot invalid SAML response errors users might receive when they log into Amazon Cognito.

Error: Unexpected Error server_error: Invalid SAML response received: Invalid ProviderName/Username combination. Please check again. Click Here to Login

Resolution

Please open Support case with the following details to expedite the request.

1. Is the issue with 1 resource or many?
2. Provide the username, user id, email id, first/last name of user having login issue.
3. Screenshot of the login issue.
4. Details around the user account and Clarity access:
   - When was user's last successful login?
   - Was the user account inactive or dormant or inoperative for any reason?
   - Is the issue related to any account changes, name changes, email updates?
5. Once the above information is provided we will have AWS DevOps team clear the user account/remove from Cognito so you can run the Cognito User Sync job with Full Sync option selected.
6. If clearing Cognito profile does not help, the next step is get the SAML trace of the user logging into Clarity.
   - How to gather a SAML trace