Symptoms

When SSO (Single Sign-On) is configured in the Vantage system, there might be an issue where the user is not created automatically upon the first login. This means that when logging in using the direct tenant link, the user does not appear in the list of users available in the tenant.

Cause

If the user is added to multiple tenants, it is possible that the cached credentials are forwarding the user to the incorrect tenant, preventing them from logging in to the intended tenant.

Resolution

To resolve the issue, please attempt logging in using the direct tenant link in Incognito mode of your browser. This helps eliminate any potential conflicts caused by cached data or stored cookies. 

Alternatively, it is possible to clear the cache and cookies in the browser. Clearing them ensures a clean slate for the browser. To clear cache and cookies, follow these general steps:

1. Open your browser's settings or preferences.
2. Look for the section related to privacy or browsing data.
3. Locate the options to clear cache and cookies.
4. Select the appropriate checkboxes and choose the option to clear or delete the data.
5. Restart your browser and attempt to create the user's account again.

If the problem persists even after trying these steps, please contact the customer support team by creating a ticket.