Login was not successful. Please contact support for more information for Loggly, Pingdom, AppOptics, Papertrail and Solarwinds Observability

This error message normally occurs for new members that are trying to authenticate when the authentication method used the Solarwinds Unified Login for Loggly, AppOptics, Pingdom, Papertrail, or in the SolarWinds Observability login page via the "Log in with Single Sign On" button for the first time.

  

• The user profile is not yet provisioned in the Users section of the Application Management products' common settings.
• This error may also occur if the user trying to log in has been a previous member of the SolarWinds Organization and the user profile is removed. Take note that a removed user in an organization is not considered as a new user as it is a known limitation of our SSO SAML feature 
  • NOTE: This only applies to SolarWinds organizations with either Loggly, Pingdom, AppOptics or Papertrail products, not applicable for SolarWinds Observability.

If your SolarWinds organization has enabled SAML integration and the Role Mapping feature is enabled:

1. New users that are logging in for the first time need to log in from the IDP's portal page. Click the link to the SolarWinds product from your IDP's portal page to access the application. The function of the Role Mapping feature is for auto-provisioning to work successfully.
2. After this first access to the SolarWinds product, you can log in from the IDP page or via the "Log In with Single Sign On" link.

However, if your SolarWinds organization has an enabled SAML integration but the Role Mapping feature is disabled, you can manually invite and add new users' email addresses in the SolarWinds common cloud settings under the Users section. This step also applies for users that have previously been members of SolarWinds Organization and has been removed - since these users are not considered as new users in the SSO SAML feature.