Troubleshoot sign-in

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.

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/ 

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.

To resolve the AuthSdkError, remove the query string parameters from the URL so that you are only left with https://login.optimizely.com/. You can also resolve this error by clearing your web browser's cache and cookies.

If you experience issues signing in with Opti ID, first clear your web browser cache and cookies.

If that does not work, then 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.

If you see an OAuth error, such as The following required property is missing: 'String.toLowerCase(email)', during login, check that the user is configured with the following properties: email, first name, and last name.

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:

If you cannot resolve the issue, contact Optimizely Support.