ArticlesCommunity Error: "Problem Logging In - We can't log you in because of an authentication error"

• Certinia Community
• All Versions

1. Identify the cause of the error. To do this, provide the complete URL that is present in your browser when the error occurs. The URL contains an error description segment that provides more detail as to the cause of the error
2. After providing the URL, open a new Certinia Support Case that includes your email and username that is used to access your company's production environment

Optional Workaround: Reset password

A workaround to the authentication issue is to log in with your username and password. Users can reset their own password from the Community log in page by following the steps below:

1. Click Forgot Your Password? 
2. Enter your username for the Certinia Community
3. Click Continue
4. If you do not know your username, then a colleague may submit a case to Certinia support on your behalf
5. Certinia support issues a password reset via email with a unique password reset link
6. Click the link and create a new password
7. Be sure to keep track of this password for future log ins 

The Certinia Community authentication error occurs when a user attempts to log in to the Certinia Community using the Log in with Salesforce button. If the authentication process cannot authenticate the user as a valid Certinia Community member, then the authentication error will occur. This error can occur for a variety of reasons including a change of email address, using non-production (ie. sandbox) credentials, and more. 

• Confirm that the user is using their production Salesforce credentials after clicking Log in with Salesforce.
• If the user is logged in to multiple Salesforce orgs at once, Certinia recommends logging out of all orgs then clearing the browser's cache and then only logging in with the production credentials.
• Let Certinia Support know if there have been any recent changes to the user's email and/or username.