How to resolve login error and not finding username?

LiveWhale
1

Hello,

Does anyone know how to resolve this issue?

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2

Hi Tonya,

This usually means either your SSO username doesn’t match up with a saved LiveWhale user, or your SSO/SAML setup might be misconfigured to use a different attribute than what your admins were expecting when setting up new LiveWhale users.

If you’re using SAML and you have another working admin login, you can log in to LiveWhale and check the Notices log at /livewhale/?lw_debug=3 for recent messages like “User not found for SAML username: {user}”. This will show you what username the SAML integration is sending back for that login handshake, and you can compare it to your saved LiveWhale users under Groups & Users.

Or, if you’d like hands-on help from our team, feel free to submit a Help Request and we can help check it out! Thanks.