Who is this article for?

  Users who encounter this error when signing in.

  User administrator permissions are required to resolve the issue.

When a user logs in, they may successfully enter their username and password but see error page error-401, 'Unauthorised error'.

This article explains the cause and how to resolve.

1. Issue

When logging in:

• First you authenticate, either using username/password or single sign-on
• If that is successful, the application grants you the licence and roles allocated to your user

If your user has not been granted a licence, you will see the error page error-401, showing the message: 

Unauthorised error
Sorry, your request could not be processed.

Typically this happens:

• After a new user is created, if the user administrator has not granted the new user a licence
• After a new user is created, if the user administrator has granted a licence, but the licence service has not yet synchronised (this takes up to a minute)
• After a user's licence assignment has been changed, if they try to log in within a minute of the change

A special (and unusual) case is if a new instance is added to an existing tenant.  Access to the new instance is not automatically granted to existing users, so each existing user will need to have access granted to them.

2. Solution

If the user licence has been assigned correctly, then just ensure the user waits for a minute before logging in.

To check the licence assignment, or to assign a licence, a user administrator should go to the Licence Management page:
 

To assign a licence:

• Select the correct Licence Type
• Select the user
• Click Assign Licence
  
   

After clicking Assign licence, the column for the licence type will be ticked:

Once the change is made, after a minute the user should be able to log in and be taken to their home screen.

Assigning an existing user to a new tenant

Where a new tenant is added to an instance, it will be necessary to grant them access to that instance:

• Ensure they have the correct licence granted, as above
• Go to the User Management screen
• Find the user and View
• Click Edit User
• In the Edit user details pane, click the Product Instance(s) dropdown and tick the required instance

• Save