We frequently see requests from our CISPro customers where a user is able to log in to ScienceCloud, but they get an authentication error when trying to SSO into CISPro from the ScienceCloud home page. This error is typically caused by a duplication of the user in CISPro Admin, which confuses the SSO process. More times than not, the duplicate entry has been archived or obsoleted.

To resolve the issue, you would first confirm that there is indeed a duplicate entry in CISPro Admin of the user account. You will search for the username of the user in question in the top search bar, making sure to check the “Include Obsolete Data” check box to reveal all entries of that username. Once the duplicate entry has been found, you will need to merge the two entries into one.

Typically CISPro_Admin role users are able to merge user accounts. To do so you will use the following instructions:

• Click the arrows on the far left for “Select a view” (if not already expanded) and type “Merge” in the Filter bar.
• In the merge filter, enter the username for the user in question. Check the box for “Include Obsolete Data” so you will find all entries.
• Select the username entry with the strikethrough characters as the entry chosen first is the one that will be deleted.
• Perform the search for that username again and select the non-strikethrough entry.
• You will be presented with a screen for merge options – make the appropriate selections and click “Next”.
• You will be brought to a preview screen of the merge. Make sure the changes are ok and click “Finish”.
• The user should then be able to authenticate to CISPro via ScienceCloud again.