Troubleshooting login issues
If you're having trouble logging in to the Absolute console, it may be caused by one of the following issues:
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Issue |
Login page error message |
Resolution |
|---|---|---|
| Incorrect password |
Incorrect credentials!
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Carefully enter your password again. Note that after three unsuccessful attempts, your account will be locked. |
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Incorrect password and/or invalid verification code NOTE This issue only applies to accounts with Two-Factor Authentication (2FA) enabled.
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Incorrect credentials!
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You may have entered your password incorrectly, or the 2FA verification code may have expired because too much time has elapsed since the code was generated. Do the following:
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Locked account You entered an incorrect password five consecutive times and your account is now locked. |
Incorrect credentials!
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Your email address is required to reset your password. If you don't remember it, contact your Absolute administrator.
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Correct credentials entered but still can't log in |
Incorrect credentials!
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If you're confident that the credentials you entered are correct, confirm that you're using the correct URL for your account. For example, if your account was recently migrated to a new Absolute data center A physical location in which a company stores and operates its IT hardware infrastructure, including servers, routers, firewalls, and databases. Your Absolute account data resides within one of Absolute's data centers. Each data center is associated with a unique URL (e.g. cc.absolute.com, cc.us.absolute.com, etc.), which you use when you log in to your account., you may be trying to access the old data center. There is a unique URL for each data center:
Note that these URLs immediately redirect to one of the following login URLs, so it may not be immediately obvious that if you are using an incorrect URL:
Before attempting to log in again, manually enter the URL for your data center (e.g. cc.us.absolute.com) in your browser's address bar. If this resolves the issue, we recommend bookmarking the URL. |
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SSO-related issues |
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NOTE These issues only apply to accounts with Single Sign-On (SSO) enabled. |
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After you enter your email address on the Absolute Login page, you are successfully redirected to your SSO identity provider (IdP), but you can't log in. Your IdP is experiencing an issue and is unavailable. |
Site error An error occurred while processing your request |
Submit a Local Login request, which allows you to temporarily log in to the Absolute console using the Absolute IdP (Absolute Authentication Server) instead of your SSO IdP. To submit a Local Login request:
NOTE If you determine that your IdP will be unavailable for an extended period of time, you can temporarily disable SSO so all users can access the Absolute console. Remember to re-enable SSO after your IdP is available again. |
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Failed Absolute login via SSO You can successfully log in to your SSO identity provider (IdP), but you can't access the Absolute console. |
Site error An error occurred while processing your request |
The SP metadata file that was uploaded to your IdP during SSO configuration may contain expired certificates or invalid metadata. If you're assigned the System Administrator role, do the following: NOTE If you are not assigned the System Administrator role, contact your Absolute administrator to have them resolve this issue.
For more information about updating an SP metadata file in your IdP, refer to the documentation provided by your IdP. Learn how to replace certificates before they expire. |
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SHA1 is unsupported SSO is using SHA1 algorithms, which are no longer supported |
Site error An error occurred while processing your request |
As of January 2023, Absolute's Single Sign-On solution no longer supports SAML 2.0 requests and responses that use SHA1 hash algorithms. To resolve this error:
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