Users are 'Unable to log in right now' to Digital Hive

Users are 'Unable to log in right now' to Digital Hive

Question

Some users who were able to log into Digital Hive previously are now unable to access the Digital Hive application. When they try to log in with their credentials, they receive an error message stating 'Unable to log in right now'. How do we resolve this issue?



Answer

This error message typically happens when Active Directory is being used, and in an effort to restrict who can access the Digital Hive platform, an authentication whitelist is applied. One way to quickly isolate and identify the issue is to examine the log file called theia.yyyy.mm.dd.log found in the <install directory>\app\node1\tomcat\logs directory. Searching through the contents of the log file, this message would be visible.

User is not allowed to use theia by omission from whitelisted groups

There are two types of resolution to this issue, depending on the current behaviour being exhibited.

Only some users are denied access - This could mean that the feature is working correctly if the affected users are NOT part of the group that is specified as part of the AD Login Whitelist setting found within the Digital Hive Control Center. To verify the setting:
  1. As an Administrator, click on the avatar in the upper right hand corner of the screen and select Manage Digital Hive
  2. Select Security from the left hand panel
  3. Click on Advanced... in the menu of the right hand frame
  4. Select the  menu option. If a screen pops up that says No whitelist is setup yet the Digital Hive whitelist is not the source of the issue
  5. From the AD Login Whitelist dialog, verify the group name that is being used as part of the whitelist and then have the user request access to that specific AD group. For the example below, the proper AD group would be AD\DigitalHive_Users


All users are denied access - This could mean that an improper AD group name was specified during the creation of the whitelist within Digital Hive. To verify which AD group was specified in the whitelist, a user that is a member of the Digital Owner role will have to log in.

Even in this state users that are part of the Digital Hive Owner role should still be able to login to Digital Hive
  1. As an Owner, click on the avatar in the upper right hand corner of the screen and select Manage Digital Hive
  2. Select Security from the left hand panel
  3. Click on Advanced... in the menu of the right hand frame
  4. Select the  menu option. If a screen pops up that says No whitelist is setup yet the Digital Hive whitelist is not the source of the issue
  5. From the AD Login Whitelist dialog, ensure that the proper domain and group name is accurate. If the group name is not correct, delete the invalid entry from the list and type in the new domain\group name, ensuring that the Return key on the keyboard is pressed to commit the entry

If a member of the Owner role is not available, or can't be located, please contact the Digital Hive Customer Success team for assistance.


    • Related Articles

    • Unable to Explore Digital Hive Content

      Question When using the Explore Content interface to browse the Digital Hive content, a message stating "Something went wrong" and a Try Again button is displayed How do I resolve this? Answer This issue is usually a result of Elasticsearch being ...

    • What's New in the 2024.2 Digital Hive Release

      This articles details the new product features, enhancements, and resolved issues, that were included as part of the Digital Hive 2024.2 release. New Features & Enhancements Control Center - Search tab Search is a very powerful use case within ...

    • What's New in the 2024.1 Digital Hive Release

      This articles details the new product features, enhancements, and resolved issues, that were included as part of the Digital Hive 2024.1 release. New Features & Enhancements Flyout button The Flyout button element is a great way to provide contextual ...

    • Using Active Directory as the Authentication Source for Digital Hive

      Question Can Digital Hive leverage Active Directory as the authentication source so that existing AD users and groups can be used? Answer Digital Hive can be configured to use Active Directory authentication as long as the Digital Hive server is ...

    • Create Dynamic Folders to Curate Certain Content for Users

      Question We have a lot of content that is exposed through Digital Hive, which is great for our Authors and Power Users, but for most Consumers, this can be overwhelming. Custom Fields are being used, and one of the fields that is populated on the ...