If few employees in the organization are having trouble accessing the compliance portal and if you see #Unauthorized in the URL or an empty page with a spinning image. Then, It can be because of the below reasons/scenarios.
Scenario 1: Could be because of a browser cache issue
This error mostly occurs due to browser caching. Unfortunately, we cannot resolve this at the system level so employees can either flush their cache using the instructions below or workaround the issue by using an Incognito/ InPrivate browsing session if you do not want to clear their cache.
How to clear the Browser Cache?
On your computer, open chrome.
At the top right, click More
Click More tools > Clear browsing data.
At the top, choose a time range. To delete everything, select All time.
Next to "Cookies and other site data" and "Cached images and files," check the boxes.
Click clear data.
Restart your browser and attempt to access the Exterro Compliance Portal.
How to Browse Using Incognito (Chrome) or InPrivate (Edge) Mode
If you have Edge or Chrome already open, you can right-click on the taskbar icon for the application and choose ‘Open new (Incognito / InPrivate) Window’.
This will open a brand new browser without any saved cache/cookies.
Navigate to the Exterro Compliance portal by clicking on the link received in an email.
Please ensure the employees are trying to access the compliance portal from the below supported devices and browsers.
The following are the list of browsers for the new Compliance Portal: Edge, Chrome, Safari
The following are the list of devices supported for the new Compliance Portal: iPhone- iOS 11 and later versions, Android- 6. x and later versions, iPad (Landscape view)- iOS 11 and later versions
Scenario 2: Could be because of the authentication value mismatch
In general, as you are configured to use SSO, we need to have the authentication value configured in Exterro and your SSO should match. If not, the authentication fails and throws the error message “Access denied !! It appears like you don’t have permission to view this page.
Contact System administrator to make sure you have required access”.
To discover the Authentication value of that custodian in Exterro, we need the authentication parameter. The authentication parameter can be found at Admin Portal→ System Properties→ Advanced System Properties→ Core Platform→ More→ Custodian Authentication. Try to figure out what value is configured in the nameid section.
For example, it may be custodian email, mapperid(GUID)or networkID.
Once you find the authentication factor, come back to the employee page in the user portal and try to find the employee and find what is the value available for that authentication field.
For example, if the authentication factor is custodian email, try to find the employee email address of that custodian.
To find the Authentication value of that custodian in your SSO end, please ask the employee to hit the below link in the browser and once the page is loaded, you could see the nameid in the header section from there you can find his/her SSO's authentication value.
Note: If authentication value in Exterro or on the SSO side is null/empty,please provide the appropriate value.If not we might have the similar error.
Scenario 3: Multiple Employee record with same authentication value:
If there are 2 or more custodians with the same Authentication values, whenever the Review and Acknowledge link is hit or if you try to access the compliance portal by direct link, it will throw an unauthorized error.