Troubleshooting login issues

If you're having trouble logging in to the Absolute console, it may be caused by one of the following issues:

Issue

Login page error message

Resolution

Incorrect password

Incorrect credentials!
If your account is locked after 5 failed login attempts, reset password or contact your Absolute administrator.

Carefully enter your password again. Note that after three unsuccessful attempts, your account will be locked.

Incorrect password and/or invalid verification code

NOTE  This issue only applies to accounts with Two-Factor Authentication (2FA) enabled.

 

How do I set up 2FA on my mobile phone?

Incorrect credentials!
If your account is locked after 5 failed login attempts, reset password or contact your Absolute administrator.

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:

  1. Carefully enter your password again. Note that after three unsuccessful attempts, your account will be locked.

  2. Wait for the 2FA app on your mobile phone to generate a new code and then enter it on the login page.

    NOTE  If you're using Duo Mobile, enter the new code immediately after it's generated. If this still doesn't resolve the issue, close and reopen Duo Mobile before trying again.

Locked account

You entered an incorrect password five consecutive times and your account is now locked.

Incorrect credentials!
If your account is locked after 5 failed login attempts, reset password or contact your Absolute administrator.

Reset your password.

Your email address is required to reset your password. If you don't remember it, contact your Absolute administrator.

 

Correct credentials entered but still can't log in

Incorrect credentials!
If your account is locked after 5 failed login attempts, reset password or contact your Absolute administrator.

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, you may be trying to access the old data center.

There is a unique URL for each data center:

  • cc.absolute.com

  • cc.us.absolute.com

  • cc.eu2.absolute.com

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:

  • Both cc.absolute.com and cc.eu2. absolute.com redirect to:

    https://signin.absolute.com

  • cc.us.absolute.com redirects to:

    https://signin.us.absolute.com

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.

SSO-related issues

NOTE  These issues only apply to accounts with Single Sign-On (SSO) enabled.

Failed SSO login

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.

No error message displayed.

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:

  1. As a user assigned the System Administrator role (or a custom role that is assigned Manage permissions for Authentication), click one of the following links depending on the URL you use to log in to the Absolute console:

    The Local Login Request page opens.

    NOTE  If you are not assigned the System Administrator role, contact your Absolute administrator to have them resolve this issue. The above link opens the Local Login Request page, which can only be completed by a System Administrator.

  2. On the Local Login Request page, enter the email address that you use to log in to the Absolute console using the Absolute IdP, complete the CAPTCHA A security measure that tests whether the user who is interacting with the webpage is a human or a computer., and click Send. An email containing a login token is sent to your Inbox.

  3. Open the email and click the Log In button.

  4. On the Absolute Login page, enter your email address and password. If you forget your password, you can reset it.

    The Absolute console opens.

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.

Failed Absolute login via SSO

You can successfully log in to your SSO identity provider (IdP), but you can't access the Absolute console.

No error message displayed.

The SP metadata file that was uploaded to your IdP during SSO configuration may contain expired 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.

  1. Click one of the following links depending on the URL you use to log in to the Absolute console:
  2. Save the webpage as an XML file.

For more information about updating an SP metadata file in your IdP, refer to the documentation provided by your IdP.