There are three main causes of failed log ins when using our SSO solution:
1. The most common cause is that the user's email address used in CtrlPrint is different from the email address (UPN) used by their identity provider (IDP).
Solution: Make sure that the user's email address in their CtrlPrint profile is identical to the one used by the UPN. It is important to note that they are case sensitive so First.Last@Email.com will not match email@example.com. If they do not match request that your company administrator change the email in CtrlPrint to match that of your IDP.
2. Your IDP uses a means of identification other than email. For example, a phone number (see image below). Our SSO solution requires that the main form of authentication is your primary email.
Solution: The person responsible for your IDP needs to correct this so that the proper credentials are passed to our server.
3. You are being directed to a blank page where the URL states that there is an error.
Solution: Some SSO solutions offer direct links for logging in. When using CtrlPrint you must always access the system via our login page (https://secure.ctrlprint.net) and enter your username.