Troubleshooting Log In Issues

The EmOpti platform can be configured to use either EmOpti authentication or SAML authentication. With EmOpti authentication, usernames and passwords are managed within the EmOpti platform. With SAML authentication, usernames and passwords are managed within the customer’s Identity and Access Management (IAM) tool (e.g. Microsoft Azure Active Directory). On rare occasions, a customer may be configured with both EmOpti authentication and SAML authentication. 

Am I using EmOpti Authentication or SAML Authentication?

When navigating to the EmOpti User Workspace, if the log in page looks like the following (i.e. there are fields to enter your username and password), your organization is configured for EmOpti authentication.

When navigating to the EmOpti User Workspace, if the log in page looks similar to the following (i.e. you do not have the option to enter your username and password), your organization is configured for SAML authentication.

If you are not sure how your organization is configured, an EmOpti Support Representative can confirm.

What is the Log In Process for SAML Authentication?

The following steps are what a user would follow to successfully log in to the EmOpti platform when the organization is configured for SAML authentication.

1. Launch the EmOpti application, or navigate to your URL in a Chrome or Edge browser window (e.g. https://yourdomain.emopti.com). The EmOpti log in page is displayed. Click Sign in…

2. You are redirected to the organization's IAM tool’s log in page (the image below is an example - your page will likely look different). Enter your organization email address and click Next

3. Enter your password and click Sign in (the image below is an example - your page will likely look different). 

4. You should be directed to the appropriate EmOpti application - either the User Workspace (for consult requesters and consult responders) or the Admin Portal (for administrators).

If there is an error on this page, it suggests there is an issue with your user account within the organization’s IAM tool.

If you are redirected to an EmOpti page with an error message, these scenarios will be covered below. 

Your user account is not set up to use EmOpti

If you see this message after logging in, your organization is configured for SAML authentication.

This message indicates one of the following issues:

• the user account has been disabled in EmOpti
• the user account in EmOpti has not been configured correctly (the Identity Provider User ID does not match).

Check if the user’s EmOpti account is disabled

1. As a user with admin permissions, log in to the EmOpti User Workspace. If prompted, select the appropriate administrator role
2. In the left panel click your organization’s name. In the right panel click Manage Users
3. Find the user in the list either by searching or scrolling. If the Status is Disabled, click the dropdown at the right end of the user’s row and select Enable User

Check the user’s EmOpti account is configured correctly

1. As a user with admin permissions, log in to the EmOpti User Workspace. If prompted, select the appropriate administrator role
2. In the left panel click your organization’s name. In the right panel click Manage Users
3. Find the user in the list either by searching or scrolling. If the Status is Active, click the dropdown at the right end of the user’s row and select Edit Details
4. Verify the value in the Identity Provider User ID is correct. If edits are needed, apply the changes and click Save

Please reach out to an EmOpti Support Representative if you need assistance.

Insufficient permissions

If you see this message after logging in, you do not have a role(s) assigned to your EmOpti account. This message can appear for organizations configured for EmOpti authentication or SAML authentication.

Check the user’s EmOpti account is configured correctly

1. As a user with admin permissions, log in to the EmOpti User Workspace. If prompted, select the appropriate administrator role
2. In the left panel navigate to the appropriate department or provider group. In the right panel click Assigned Users
3. Click + Assign User. In the Assign user dialog, search for the user account and select from the dropdown. Click in the Select roles… dropdown and assign the appropriate role(s). Click Save. 

Please reach out to an EmOpti Support Representative if you need assistance.

There was a problem logging in

If you see this message after attempting to log in, your organization is configured for SAML authentication.

This message indicates one of the following issues:

• The username was entered incorrectly
• The password was entered incorrectly
• The EmOpti user account has been locked due to at least 5 consecutive invalid log in attempts
• The EmOpti user account has been disabled

Reset the user’s EmOpti account password

1. As a user with admin permissions, log in to the EmOpti User Workspace. If prompted, select the appropriate administrator role
2. In the left panel click your organization’s name. In the right panel click Manage Users
3. Find the user in the list either by searching or scrolling. Click the dropdown at the right end of the user’s row and select Reset Password. At the confirmation prompt, click Continue.
4. The user will receive an email with a link to set a new password

Check if the user’s EmOpti account is disabled

5. As a user with admin permissions, log in to the EmOpti User Workspace. If prompted, select the appropriate administrator role
6. In the left panel click your organization’s name. In the right panel click Manage Users
7. Find the user in the list either by searching or scrolling. If the Status is Disabled, click the dropdown at the right end of the user’s row and select Enable User

Check the user’s EmOpti account is locked

1. As a user with admin permissions, log in to the EmOpti User Workspace. If prompted, select the appropriate administrator role
2. In the left panel click your organization’s name. In the right panel click Manage Users
3. If the Status is Locked, click the dropdown at the right end of the user’s row and select Unlock User

Please reach out to an EmOpti Support Representative if you need assistance.