Who is this article for?

Users who are encountering challenges logging in after migrating to Ideagen Hub for logins.

Hub tenant admin access may be required for some steps.

This article explains how to resolve common login issues that may occur after migrating to Ideagen Hub, which can affect access to Please Review.

1. Gathering helpful information before you start

Before troubleshooting or contacting Support, gather the following information to help speed up resolution:

• Is the issue affecting one user or multiple users?
• Where does the login fail? (when signing in to Ideagen Hub, or after Hub login when being redirected to Please Review).

2. Checking your login method

Each user in Ideagen Hub is assigned an Authentication Type:

• Internal – username and password (equivalent to the Native PR Database login)
• External – Single Sign-On (SSO)

Tip: If you are unsure which option applies, contact your Hub Tenant Administrator.

3. Resolving issues when a user cannot log in to Hub (user exists in Please Review)

Possible cause: The user does not yet exist in Ideagen Hub.

Applies to: Hub Tenant Administrators

To create the user in Hub:

1. Confirm the user exists in Ideagen Hub.
2. If the user was added to Please Review after migration, create the user in Hub.
3. When creating the user, assign the User role.
4. Select the correct Authentication Type.
5. Allow a few minutes for systems to synchronise.

The user will receive a Welcome Email from Ideagen Hub with instructions to set a password.

4. Resolving internal (username and password) login failures

Possible causes and actions:

Welcome email not received:

1. Check spam or junk folders.
2. Select Forgot Password on the Hub login page.

Password reset email does not arrive:

If the issue persists, contact Support.

5. Resolving Single Sign-On (SSO) login failures affecting one user

Common causes:

• The SSO login does not exactly match the Hub username
• The user is associated with a different login source (Identity Provider)

Resolution options:

Sign in without SSO (temporary workaround):

1. Tenant administrator may need to switch user's authentication type to internal.
2. Use Forgot Password to log in directly to Hub.

Correct the SSO configuration (requires IT involvement):

1. Update the SSO login to match the Hub username exactly, or create a new SSO account using the Hub username (be careful not to create two Please Review users).
2. Tenant Administrator must set Authentication Type to External.

6. Resolving Single Sign-On (SSO) login failures affecting all users

Common causes:

• Outdated or missing Entity ID or Reply URL
• Incorrect SAML attributes or claims
• Trying to use the the previous app/metadata for native PR integration instead of a new one for Hub

Applies to: Hub Tenant Administrators, Customer IT, Identity Provider administrators

To resolve the issue:

1. Capture the error message displayed during login.
2. The Hub Tenant administrator can review the SSO application configuration (for example, Azure Entra ID).
3. Confirm Entity ID and Reply URL are correct.
4. Verify required SAML attributes and claims mapping.
5. Retry login once updated.

Important: These changes need to be made in the Enterprise App and not just the App Registration. Additionally, the tenant ID must match exactly. For example, if one side has a trailing "/" and the other side doesn't, that is not an exact match.

Also note: Apps setup in services such as Okta, when users can click from there to get to PR will need to be recreated so they point to Hub and not PR. The metadata will need updating too. They can't just use what they had before and expect this to work. 

7. Resolving issues when you cannot access Please Review after successful Hub login

Symptom: After logging in to Ideagen Hub, you are redirected back to the Please Review login page.

Possible cause: The user account has not fully synchronised.

Applies to: Hub Tenant Administrators

To refresh the link between Ideagen Hub and Please Review:

1. Open the user profile in Ideagen Hub.
2. Make a minor edit (for example, toggle a setting).
3. Save the profile.
4. Wait a few minutes for synchronisation.
5. Ask the user to try logging in again.

8. Getting further help

If the issue is not resolved, contact Ideagen Support and include:

• A description of the issue
• Whether one or multiple users are affected
• Any error messages or screenshots

Providing this information will help us resolve your query more efficiently.