Troubleshooting Single sign-on login errors

Here you can find some troubleshooting tips if you're unable to log in after Single sign-on has been enabled.

Top Tip: Before trying these steps, make sure the email address on your SSO account, and the email address in Arbor are identical.

Microsoft SSO

There are a few rare scenarios where you might get an error message when trying to log in with Microsoft to your MIS. Take a look below to see what you should do if you see one of these errors.

This Microsoft account is not linked with any staff member

The work Microsoft email address used to log in is not linked to a staff member.

Ask your admin to make sure you’re using the work Microsoft email address logged on your Staff Profile.

Provided Microsoft account is linked with several staff members

More than one staff member has the email address used to log in.

Ask your admin to check your email address to make sure no one else has the same one.

Logging in with Microsoft is only possible for staff

If you’re a guardian and a staff member and have the same email address on both profiles, Microsoft won’t know which profile to log into.

You can only log in with the email address on your staff profile. Ask your admin to make sure the email addresses on both profiles are different or change one if needed.

Google SSO

There are a few rare scenarios where you might get an error message when trying to log in with Google to your MIS. Take a look below to see what you should do if you see one of these errors.

Provided Google account cannot be mapped with any staff member

The work Google email address used to log in is not linked to a staff member.

Ask your admin to make sure you’re using the work Google email address logged on your Staff Profile.

Provided Google account is linked with several staff members.

More than one staff member has the email address used to log in.

Ask your admin to check your email address to make sure no one else has the same one.

Logging in with Google is only possible for staff.

If you’re a guardian and a staff member and have the same email address on both profiles, Google won’t know which profile to log into.

You can only log in with the email address on your staff profile. Ask your admin to make sure the email addresses on both profiles are different or change one if needed.

Still receiving an error or cannot log in?

If you’ve tried the steps above but the error message still appears, follow these steps.

Step 1 - Refresh the URL

Check the URL of the page and remove everything that comes after arbor.sc

Click Enter on your keyboard, then try to log in again.

Step 2 - Clear cookies and cache

Try closing your browser and opening it again, and clearing your cache - click here for instructions on how to do this.

Step 3 - Check user details

If a staff member is getting an oauth error in the URL, make sure that:

1. They have signed in with the same email address as listed in the User Details section of their staff profile.
2. They not using an alias.
3. The default email address is set to work and default.
4. There are no duplicate email addresses: Check for duplicate email addresses

If none of these steps fix the issue, contact the Support Team if supported by Arbor and reference code 1004, or contact your Support Partner if not supported by Arbor