Who is this article for?

Users encountering a login loop when trying to access the system.

Administrator or IT Administrator access is required for some troubleshooting steps.

Some users may experience a login loop in, where the prompt “Are you [Name]?” keeps reappearing after clicking Yes.

This guide outlines step-by-step troubleshooting actions to resolve the issue, including browser fixes, Azure AD/SAML attribute checks, and security group validation.

1. Issue

Some users may encounter a repeated login prompt. Clicking Yes results in the same prompt reappearing, creating a login loop.


 

This could be caused by a few different issues, solutions to which are described below.

2. Resolution

To resolve the issue, complete the following troubleshooting steps in order.

2.1. Troubleshooting the browser

To troubleshoot browser issues:

1. Open the platform in incognito or private browsing mode.
   If the issue doesn’t occur, follow the next steps.
2. Clear the browser cache.
3. Clear the browser cookies.
4. Try logging in again.

2.2. Verifying Azure AD/SAML user attributes

If the issue persists, ask your IT Administrator to confirm that the following user attributes are correctly configured in Azure Active Directory or SAML:

• Email ID
• Given Name
• Family Name

Missing any of these fields can cause the login loop error.

2.3. Reviewing security group assignments

If the issue persists, ask your System Administrator to check if the affected user is assigned to the correct single security group.

If the user is assigned to multiple groups, assign them  to either the Policy Connect User Group (for client view access) or the Policy Connect Administrator Group (for admin access). Assigning both roles simultaneously can trigger the login loop.