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SSO error 555 — user is not recognised

Updated

The problem

A user tries to log in via SSO but receives an error message. The following is visible in the URL of the browser:

  • int error=555
  • user id= followed by the login name or email address used to log in

This error message means that the user is not recognised in PlusPort Academy. The email address passed on via SSO does not match an existing login name in the portal.

Causes

There are two common causes for this error message.

Cause 1: Logged in with the wrong SSO account

The user is logged in to a different account in the browser than the account that is linked to PlusPort Academy. This happens regularly when someone has multiple accounts, for example a private account and a business account with the same provider (such as Microsoft Azure).

Example: An employee logs in via Microsoft Azure SSO. In the browser, however, a private Microsoft account is still active (for example jan.jansen@hotmail.com), while the business email address is set as the login name in PlusPort Academy (jan.jansen@company.com). The SSO request is sent with the private account, which does not exist in PlusPort Academy, and error 555 appears.

Cause 2: Wrong login name in PlusPort Academy

The user logs in with the correct SSO account, but the login name in PlusPort Academy does not match the email address of that account. This can happen when:

  • The user was created manually with an incorrect email address (for example a private address or an old business address)
  • The user was imported earlier with different data than the current SSO account

Example: The login name in PlusPort Academy is j.jansen@old-company.com, but the user tries to log in via SSO with jan.jansen@new-company.com. The system does not recognise this email address and returns error 555.

Solution

For cause 1: Log in with the correct account

  1. Have the user log out of all active sessions of the SSO provider (for example Microsoft) in the browser, or open an InPrivate or Incognito window
  2. Navigate to the login page of the portal again
  3. Log in via SSO with the correct account — this is the account whose email address matches the login name in PlusPort Academy
  4. Check whether the login is successful now

For cause 2: Adjust the login name

The login name in PlusPort Academy has to match the email address that is used to log in via SSO.

If an automatic connection is active (for example via an HR system or Identity Manager): Adjust the email address in the source system. The change is applied to PlusPort Academy automatically during the next synchronisation.

If there is no automatic connection:

  1. Go to Actions > Search user
  2. Look up the relevant user
  3. Click the user to open the profile
  4. Adjust the field Login name to the correct email address that matches the SSO account
  5. Click Save

Note: The login name in PlusPort Academy and the email address of the SSO account have to match exactly. Check for spaces, capitals and typing errors.

Diagnosis: quickly find the problem

Use these steps to find the problem quickly:

  1. Look at the error message in the URL: which email address is shown after user id=?
  2. In PlusPort Academy, search via Actions > Search user on the field Login name (not on email address — these are two separate fields in PlusPort Academy)
  3. Is the user found based on the login name?
    • No — The user does not exist with this login name. Check whether the user is registered in PlusPort Academy with a different login name (cause 2) or whether the user logs in with the wrong account (cause 1).
    • Yes — The login name is correct and there may be another problem. In that case contact the Customer Success team via customersuccess@plusport.com.

Frequently asked questions

What exactly does error 555 mean?

Error 555 means that the email address passed on via SSO does not match a known login name in PlusPort Academy. As a result the system cannot identify the user.

How do I know which account the user logs in with?

The email address used to log in is shown in the URL after user id=. Compare this email address with the login name of the user in PlusPort Academy.

Can I adjust the login name if a connection with an HR system is active?

If an automatic connection is active, you adjust the email address in the source system (for example the HR system). The change is then applied automatically during the next synchronisation. In that case do not adjust the login name manually in PlusPort Academy, because it may be overwritten again during the next synchronisation.

What if the user does not receive an error message but simply cannot log in?

If there is no error 555 in the URL, there may be another problem. Check whether the user is active in PlusPort Academy and whether the SSO account is configured correctly. If in doubt, contact the Customer Success team via customersuccess@plusport.com.

Can I prevent this problem for new users?

Make sure that when creating or importing users, the login name always matches the email address that is used for SSO. If a connection with an HR system is active, this is handled automatically provided the correct data is in the source system.

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