Users unable to access the brain
Ticketclosed
Thackwray Logistics · Users unable to access the brain
Two SSO users could not log in and saw a User not found in directory error. One had left the company and was correctly removed, and the other was back in the directory.
What happened
What this says
As at Fri 9 Oct 2026Two SSO users could not log in and saw a User not found in directory error. One had left the company and was correctly removed, and the other was back in the directory.
Problem: Josh Pearce reported on 10 Sep 2026 that two team members who had used the brain the day before could not log in.
Handling: Bethan Lister asked three questions on 10 Sep 2026, then checked the SSO sync logs on 14 Sep 2026 and found that both users had failed to sync. The first response was logged at 314 minutes.
Josh replied on 15 Sep 2026 that one user had left and was correctly removed, and the other was back in the directory. The ticket was solved on 15 Sep 2026 and closed on 19 Sep 2026, with the customer re-enabling access on their side.
Details
Updated 9 Oct 26Trail
created · Josh Pearce 10 Sep 2026 15:14A couple of our team members can't access the brain this morning. They're getting an error when they try to log in, and I've checked that they should definitely have access. Can you help me troubleshoot?- Public reply · Bethan Lister 10 Sep 2026 20:28Thanks for reaching out. Just so I've got this right: a couple of your users can't log in and are seeing an error. Can you tell me: 1. What's the exact error message? 2. Are they using SSO or password login? 3. Did they have access before, or newly added? Thanks, Bethan
- Public reply · Josh Pearce 14 Sep 2026 13:46Sorry for the slow reply. Both are SSO users who had access before: they were using the brain regularly yesterday. The error message is "User not found in directory". That's strange because they're both definitely in our directory.
- Public reply · Bethan Lister 14 Sep 2026 16:32I've checked your SSO sync logs and both users failed to sync this morning. Looks like they were removed from your directory yesterday, or the sync couldn't reach them. Can you check your directory to see if they're still there? Thanks, Bethan
- Public reply · Josh Pearce 15 Sep 2026 12:56Found it: one of them left the company and was correctly deprovisioned. The other one is back in the directory now. We'll re-enable their access on our end.
- Status change · 19 Sep 2026 23:59