Troubleshoot sign-in

  • Updated

You can use local login or your organization's single sign-on (SSO) with Opti ID. The PKCE error affects both, while the rest of the troubleshooting described in this article applies to only SSO logins.

PKCE Error

If you see an AuthSdkError after you try to log in (as shown in the image), check that nothing is appended to the following URL when you log in: https://login.optimizely.com/ 

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Sometimes the browser may use an old URL from its history that appends query string parameters like the following to the end of the URL, which causes the AuthSdkError.

https://login.optimizely.com/oauth2/default/v1/authorize?client_id=xxx&code_challenge=xxx&code_challenge_method=S256&nonce=xxx&redirect_uri=https%3A%2F%2Fhome.optimizely.com%2Fcallback&response_type=code&state=xxx&scope=openid%20profile%20email%20offline_access%20idx_instancepermissions"

To resolve the AuthSdkError, remove the query string parameters from the URL so that you are only left with https://login.optimizely.com/.

SSO-specific troubleshooting

If you experience issues signing in with Opti ID, ensure the Audience URL and Assertion Consumer Service URL on the Settings > SSO page in the Opti ID Admin Center match with your single sign-on (SSO) provider. Contact Optimizely Support with your Opti ID organization name, email address, and any error screenshots of the user experiencing sign-in issues.

OAuth error

If you see an OAuth error like the following during login, check that the user is configured with the following properties: email, first name, and last name.

Other SSO troubleshooting options

Use the following troubleshooting methods to solve some of the basic problems you might experience while configuring and using SSO with Opti ID:

If none of the above options work, you can remove the SSO connection and try again:

  1. In the Opti ID Admin Center, go to Settings > SSO.
  2. Expand the SSO connection you want to remove and click Remove Connection.

If you cannot resolve the issue, contact Optimizely Support.