An employee was initially able to log in, but is now unable to do so. Password resets have been attempted, but the user still cannot log in via Azure.
The following error may be displayed:
The authenticated user's e-mail address is not mapped to a system user.
This guide provides steps to identify and resolve the issue.
Symptoms
User cannot log in with Single Sign-On (SSO).
Other users can log in successfully without issues.
Potential cause #1 – Windows User Name mismatch
The Windows User Name within Active Directory does not match the Windows User Name in the Admin Tool.
Solution
Log in to the SelectHR Admin Tool.
In the Security section, click User Accounts.
Locate and double-click the user. The User Properties window will appear.
Check that the Windows User Name matches the Username in Active Directory (usually set by your IT team).
Potential cause #2 – Duplicate email addresses across Person records
If the user's email is present on more than one Person record, SSO will be unable to determine which record to use.
Solution
Open the SelectHR Admin Tool.
Go to Import/Export Data.
Click Create an export definition.
Select the SelectHR database and log in.
Run the following SQL query:
SELECT
s.[First Name],
s.Surname,
s.[Effective Status],
s.[Person Number],
s.[E-Mail],
s.[Appointment Number]
FROM Person.Snapshot s
WHERE s.[E-Mail] = 'XXXXXX';
Replace XXXXXX with the user’s email address.
If more than one record is returned, remove the email address from any extra person records.
Potential cause #3 – Multiple Azure user accounts
The user may have multiple Azure accounts, which can cause login conflicts.
Solution
Ensure the user only has one active Azure account.
Verify that all account details, especially the email address, match exactly with their employee record in SelectHR.
Potential cause #4 – Email address mismatch (case sensitive)
The email address in SelectHR must exactly match the Azure/SSO login email, including case sensitivity.
Solution
Log in to SelectHR.
Go to Employees > Employees > Details.
Ensure the email field matches exactly (including letter casing) the user’s Azure email address.
Save your changes.