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User not getting new profile prompt

New Here ,
Feb 21, 2023 Feb 21, 2023

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We have 2 company accounts due to a merger.  The old company account has been cancelled.  For most users the switch was easy, when logging in they were presented with the new profile.  The email addresses stayed the same.  I have one user that is not getting that profile prompt and goes directly into the old account. 

We have tried clearing cache, uninstall/reinstalling and nothing fixed it.

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Acrobat , Business ID

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correct answers 1 Correct answer

Adobe Employee , Feb 21, 2023 Feb 21, 2023

@Mark28515632rpnl Kindly ask the user to sign in with the "company or school account" option to access the second profile.

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Adobe Employee ,
Feb 21, 2023 Feb 21, 2023

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@Mark28515632rpnl Kindly share the email ID of the affected user with me in the personal message so that I could check the account status and provide a solution.

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Adobe Employee ,
Feb 21, 2023 Feb 21, 2023

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@Mark28515632rpnl Kindly ask the user to sign in with the "company or school account" option to access the second profile.

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New Here ,
Feb 23, 2023 Feb 23, 2023

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This returns a 404 error from Okta.  There was another account that we had previously that was setup with SSO through Okta.  Of the 20 users switched over to the new account this is the only user that is having an issue.

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Adobe Employee ,
Feb 23, 2023 Feb 23, 2023

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@Mark28515632rpnl I would recommend checking the SAML logs for the Email and NameID/Username attributes and matching them with the entries that you have saved in the Adobe admin console.

https://helpx.adobe.com/enterprise/kb/perform-a-saml-trace.html

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New Here ,
Feb 24, 2023 Feb 24, 2023

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I don't have access to that older account anymore.  Also it is not setup in our Okta environment.

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Adobe Employee ,
Feb 24, 2023 Feb 24, 2023

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@Mark28515632rpnl  I am not sure why you are getting Okta 404 error when the account is not set up in Okta. 

If it is not added then you or the admin should assign the SAML app in order to use SSO or other profile.

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