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.


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