Users unable to access the brain
Ticketclosed
Thackwray Logistics · Users unable to access the brain
Josh Pearce reported two SSO users getting "User not found in directory" errors despite having access previously. Bethan Lister traced SSO sync logs and found sync failures. Josh confirmed one user left company, other was restored to directory. Ticket was solved 2026-09-15.
What happened
What this says
Current to 13 Oct 26Josh Pearce reported two SSO users getting "User not found in directory" errors despite having access previously. Bethan Lister traced SSO sync logs and found sync failures. Josh confirmed one user left company, other was restored to directory. Ticket was solved 2026-09-15.
Problem: Two SSO users unable to log in with "User not found in directory" errors despite prior access.
Handling: Bethan Lister checked SSO sync logs and found both users failed to sync. Josh confirmed one user had been deprovisioned upon departure; the other was restored to the directory.
Outcome: Issues resolved by customer's own directory management; no BG-Demo action required.
Details
Updated 9 Oct 26Trail
created · Josh Pearce 10 Sep 2026 15:14A couple of our team members can't access the brain this morning. They're getting an error when they try to log in, and I've checked that they should definitely have access. Can you help me troubleshoot?- public_reply · Bethan Lister 10 Sep 2026 20:28Thanks for reaching out. Just so I've got this right: a couple of your users can't log in and are seeing an error. Can you tell me: 1. What's the exact error message? 2. Are they using SSO or password login? 3. Did they have access before, or newly added? Thanks, Bethan
- public_reply · Josh Pearce 14 Sep 2026 13:46Sorry for the slow reply. Both are SSO users who had access before: they were using the brain regularly yesterday. The error message is "User not found in directory". That's strange because they're both definitely in our directory.
- public_reply · Bethan Lister 14 Sep 2026 16:32I've checked your SSO sync logs and both users failed to sync this morning. Looks like they were removed from your directory yesterday, or the sync couldn't reach them. Can you check your directory to see if they're still there? Thanks, Bethan
- public_reply · Josh Pearce 15 Sep 2026 12:56Found it: one of them left the company and was correctly deprovisioned. The other one is back in the directory now. We'll re-enable their access on our end.
- status_change · 19 Sep 2026 23:59