Organization is reporting errors when attempting to login to Apteryx
Troubleshooting steps for this are to usually just go to the customer’s Apteryx URL on your PC and see if the login page comes up the same way. Error messages presented within the popup 99% of the time indicate that their IT has an improper configuration or needs to resolve something on their ADFS Server. Refer them to their internal IT to investigate their ADFS server's configuration and Event Viewer for a detailed error indicating what the issue is. You can also have them double check to confirm the ADFS metadata URL provided to us is correct for good measure. Reminder that we can point them in this direction, but we do not troubleshoot or support ADFS servers directly and that is out of scope for us to support directly.
https://auth.harrishealth.org/FederationMetadata/2007-06/FederationMetadata.xml
NOTE: Please do not uncheck that ADFS button. Turning it off is immediate, turning it back on wouldn't take effect until the next day. Changing the metadata URL will cause Apteryx to attempt to use it immediately, even before the IdentityServer has rebooted, which will cause users to be unable to log in until the next day. So even if the ADFS URL needs to be modified, contact a Senior Tech+ before you do anything for next steps.
Organization reporting Apteryx not able to Authenticate
If the organization is on ADFS, verify their certificate is valid using the following steps
Navigate to https://identity.Apteryx.net/Account/Login?ReturnUrl=%2Fgrants
Review list of External Logins and select applicable organization
Verify certificate is valid within browser window
If the site's cert is expired the site will show 'Not Secure' (reference image)
If it is expired, the organization will need to update their certificates. This is not a function we have control over, and is controlled by local IT
Apteryx Login Screen on One Computer
If an office is trying to log into Apteryx and getting a “Open Login Window” message (like below) despite putting int the correct credentials, check the time on the computer. If it is wrong (even by a few minutes) it can cause this issue.
You can confirm this is the issue by opening Developer Tools (Ctrl+Shift+i) and checking the errors for something like this:
Note the “iat is in the future” line at the bottom of the screenshot
Another solution can be going into the site settings and adjusting pop-ups and redirects to Allow.