I have a few users that have advised they cannot log in with their known password and have actually reset their password, logged out and could not log back in with the recently re-set password. Wondering if there is anyone experiencing the same and whether you have found a work around or something that works to stop the continuous circle of resetting passwords!
I have found that 99.999% of the time, stuff like this is user error. Have you observed them doing a password reset to see if they are doing it correctly and not getting errors?
I've seen issues with this from going to the wrong URL (like the welcome email URL that only works once) to putting an underscore in their password (which Bridge won't accept). They might be using autofill which can put a space after their username and cause the login to fail. Sometimes I'll have them try logging in with an incognito window to see if the issue is cache related. Sometimes they are using Microsoft Edge which causes issues.
Anyway, there is an endless list of things that can cause the login to fail, so I have found that the best method for solving it is to watch the user do the password reset and login and usually that will identify the issue quickly.
Hi Samantha Macdonald,
We have had issues with folks who saved all their passwords to their browsers causing things to not load right. We've also had issues with learners who just didn't understand how our single sign on is configured. They were signing into one system and then another user was trying to use the same instance to sign into Bridge, but the logins are attached.
My default troubleshooting step is to always suggest trying another browser and then to clear browser history, cache, cookies, and *gulp* saved passwords. (No one wants to do this...)
You may also check with your IT team to see if they changed how something is configured. I've also seen just minor security setting changes or even browser updates cause this kind of issue.
Thank you,
Heidi