At login getting error 400 Login Failed - 400: Bad Request Error Code: NOT ACTIVATED

Products

• Clarity PPM SaaS

Issue/Introduction

When attempting to access Clarity in a SaaS hosted environment a specific user gets an error "400 Login Failed - 400: Bad Request Error Code: NOT ACTIVATED". The user was able to access Clarity previously.

Environment

Clarity SaaS

Cause

This will occur if a user attempts to perform a password reset and answering the security questions incorrectly multiple times. If the user is configured as a federated user, the password is not actually stored in OKTA, and the security questions were not established by the user, so there's no correct answer.

Resolution

Log a Support case with Broadcom. Confirm the exact error message "Not Activated", and provide the username and url of the Clarity environment.

To prevent this from occurring again, ensure that you do not attempt to reset the password through Support.Broadcom.com. Any password changes will need to occur on your IDP.

Also note, if you are attempting to access the Support site, but are being presented with a login page, and have a federated account, perform the following steps:

1. In the browser access your Clarity environment that allows authentication via SSO.

2. In a new browser tab access Support.Broadcom.com

The authentication created in step 1 will authenticate you to the Support site in step 2.