In order to better handle issues with signing in, we have mapped the support flow. Follow the steps and - in case you need support via myQUEST - mention the path so we know which actions were performed to troubleshoot. For example, path 3.1.2.1.1.1).
1.2 Active or access granted?
1.2.1 Complete registration
1.2.2 Check if the Microsft popup appears. This is where the user is supposed to enter the login credentials.
2.1 If the popup appears, you have to check if the user is able to authenticate using 2 Factor Authentication.
2.1.1 If there are issues with authentication (for example, the verification code is not being received), you have to contact Service Desk IT for support. Be specific when explaining the issue is related to the MFA from Microsoft Azure AD.
2.1.2 If the authentication was successful but the user still can't sign in, you have to request a screenshot for further investigation (see step 3).
2.2 If the popup does not appear, you should check if an ad-blocker or browser setting is preventing the window from popping up. If this doesn't help, the issue is likely related to the firewall (go to step 4).
3. Use the screenshot to check if SMARTLINK's 'Access Denied' message is blocking the user.
3.1 If there is no Access Denied message, the user might be stuck in front of a white screen or a page that keeps loading without a result.
3.1.1 If the user is stuck in front of a white or infinitely loading screen, try again after closing all windows and turning on Incognito (Chrome) or Private mode (Edge). It is also recommended to remove the cache and cookies before you try again.
3.1.1.1 If there is still no success after step 3.1.1, create a ticket via myQUEST and mention you're getting stuck at step 3.1.1.1
3.1.2 If the user is not stuck in front of a white or infinitely loading screen, check if the user is getting stuck in the Microsoft application (Azure AD)
3.1.2.1 Check if the user can't continue because of an issue with their account in Microsoft Azure AD. For example, Microsoft might indicate that the account is not known or that the combination of the username and password is incorrect.
3.1.2.1.1 If you can confirm that the issue is related to the user's account in Microsoft Azure AD, the user should request their IT department for further support
3.1.2.2 The user might not be blocked by Microsoft. If this is not the case, request a screenshot for further investigation
3.1.2.2.1 Create a ticket via myQUEST, share the screenshot, and mention you're getting stuck at step 3.1.2.2.1
4 In order to check if the firewall is blocking the user from signing in, you have to do the Firewall check. This is very easy and requires the user to visit this link.
4.1 If the user can't access the page after entering the URL and sees a message that it might be related to the firewall, reach out to the user's IT department and request to add the firewall rule. If they need to make changes in their firewall to allow SMARTLINK, make sure they also allow/add the IPs/URLs for B2C.
onevirtualmarketplace.b2clogin.com
smartlink.atlascopco.com