User not getting new profile prompt

Forum|Forum|2 years ago
February 21, 2023
2 replies
992 views

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.

This topic has been closed for replies.

Correct answer SuJoshi

@Mark-8675309 Kindly ask the user to sign in with the "company or school account" option to access the second profile.

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SuJoshi

Correct answer

Community Manager

@Mark-8675309 Kindly ask the user to sign in with the "company or school account" option to access the second profile.

M

Mark-8675309Author

New Participant

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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SuJoshi

Community Manager

@Mark-8675309 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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SuJoshi

Community Manager

@Mark-8675309 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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