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Troubleshooting: Extranet Error "User not found"

Kiran

Introduction:

When logging in to the Extranet, the user is given the error "User not found" in red beneath the username box and is not able to continue logging in. For the user's information: pressing the "Forgot Password" button will not clear this issue.

2022_11_30_16_26_24_Authenticator_Service.png

Instructions:

This issue stems from one of two places with the Extranet SSO system. Either:

  1. The user has not had their access set up with the Dover SSO at all and needs to be added.
  2.  The user's Extranet Solution is missing in Dover's Authentication Service.

Either way, the user will not be able to do anything to cleat this issue on their own, and will need to contact their Dover representative to have it resolved.