Troubleshoot Other Authentication Errors

Overview

Use this guide if you are experiencing an authentication problem that is not covered by the specific MFA, password, YubiKey, or DUO troubleshooting articles.

Common issues include:

• The P1 sign-in page repeatedly reloads or loops.
• You can authenticate successfully but cannot open a P1 application.

Authentication vs. application access

• Authentication confirms your identity.

• Application access determines which P1 services you are authorized to use.

Successfully authenticating to P1 does not automatically provide access to every P1 application.

If you need access to an application, see the appropriate application access documentation.

Sign-in page keeps reloading or looping

If the P1 sign-in page repeatedly returns you to the login screen:

1. Close the P1 sign-in page.
2. Close and reopen your browser.
3. Clear your browser's cache and cookies.
4. Return to the P1 login page.
5. Try signing in again.
6. If available, try another supported browser.

If the issue continues, contact the Help Desk and provide the error message and a screenshot, if available.

Authentication works, but the application does not open

If you authenticate successfully to P1 but cannot access Mattermost, Jira, Confluence, or another P1 application, your password or MFA may not be the issue.

1. Confirm that you are opening the correct P1 application and environment.
2. Read the error message displayed by the application.
3. Do not repeatedly reset your password or MFA if authentication was successful.
4. If you still cannot access the application, contact the Help Desk.

When contacting the Help Desk, use the email address associated with your P1 account whenever possible and include:

• A short description of the problem.
• The exact error message you receive.
• A screenshot of the error, if available.

Account locked or temporarily disabled

Repeated unsuccessful sign-in attempts may temporarily lock your P1 account.

If you receive a message that your account is locked or temporarily disabled:

1. Stop attempting to sign in.
2. Wait for the lockout period to end, if a time is provided.
3. Try signing in again after the lockout period has ended.
4. If the account remains locked or temporarily disabled, contact the Help Desk.

When contacting the Help Desk, use the email address associated with your P1 account whenever possible and include:

• A short description of the problem.
• The exact error message you receive.
• A screenshot of the error, if available.

Account Disabled or X509 Certificate Error

If your account shows as disabled or you receive an X509 certificate error, P1 support may need to help with your account or certificate association.

1. Do not repeatedly attempt to sign in.
2. Contact the Help Desk.

When contacting the Help Desk, use the email address associated with your P1 account whenever possible and include:

• A short description of the problem.
• The exact error message you receive.
• A screenshot of the error, if available.
• Whether you recently received, renewed, or replaced your CAC/ECA, if applicable.

Need more help?

If these steps do not resolve the issue, contact the Help Desk. When contacting the Help Desk, use the email address associated with your P1 account whenever possible and include:

• A short description of the problem.
• The exact error message you receive.
• A screenshot of the error, if available
• The application or service you are trying to access.
• The troubleshooting steps you have already completed.