User Management Troubleshooting

Overview

The AlphaSense Enterprise Insight platform provides an intuitive and secure login experience for Enterprise Intelligence users, supporting both Single Sign-On (SSO) and traditional username/password authentication methods. Moreover, administrators of the AlphaSense Enterprise Insight platform have the capability to efficiently manage users in bulk using our API. Furthermore, our platform delivers a personalized user experience tailored to the unique parameters of purchased licenses, prioritizing clarity, efficiency, and user satisfaction.

This document serves to outline common failure scenarios related to user management and provide troubleshooting steps for resolution.

Failure Scenarios

Login Stuck at Flashing AlphaSense Logo (Blank Page with AI)

Triage:

The user navigates to the AlphaSense Enterprise Insight platform web app URL but encounters a flashing AlphaSense logo, with the web app failing to load beyond this initial step.

Troubleshooting:

• Verify that the following services are in Running state on Kubernetes

kubectl get pods -A -l 'app in (user-sources,app-saved-search)'

• Verify that there are no error logs in the following services. Example Loki query:

{app=~"(user-sources|app-saved-search)"}

SSO Redirection Failure

Triage:

The user navigates to the AlphaSense Enterprise Insight platform web app URL and does not get redirected to the SSO provider.

Troubleshooting:

• Verify the configurations of the SSO provider
• Verify that the SSO user is correctly provisioned
• Verify that the following services are in Running state on Kubernetes

kubectl get pods -A -l 'app in (auth-ws,sso-ws)'

• Verify that the user shows up in the logs and note the timestamp. Example Loki query:

{app=~"(auth-ws|sso-ws)"} |= "user@domain.com"

SSO/SCIM User Provision Failure

Triage:

The user creation procedure using SSO or SCIM API failed

Troubleshooting:

• Verify that the following services are in Running state on Kubernetes

kubectl get pods -A -l 'app in (scim,user-service)'

• Verify that there are no error logs from the IDP e.g. Azure AD

Login Requires Clearing Cookies

Triage:

User login failed unless the user manually clear browser cookies

Troubleshooting:

This issue can be complex to diagnose accurately. It is advisable to create a support ticket with AlphaSense Support for assistance. The following steps serve as initial data collection to facilitate more effective support:

• Confirm whether the problem affects one or multiple users. Additionally, determine if the issue occurs consistently or intermittently for affected users
• Collect logs from the following services. Example Loki query:

{app=~"(auth-ws|user-service)"}

Login Loop after Successful Authentication

Triage:

Browse to the AlphaSense Enterprise Insight platform URL and enter credentials. After successful login, the web app keeps reloading.

Troubleshooting:

• Verify that the user status exists and the active attribute is set to true by sending a request to user-service

# Open a port-forward connection to the `user-service` Kubernetes service in the background
kubectl port-forward -nplatform svc/user-service 8080:80 &

# Send request to get user information
curl 'http://localhost:8088/internal/user/?username=foobar'

{
  "id": 000000,
  "externalId": "",
  "firstName": "Foo",
  "lastName": "Bar",
  "companyId": 0001,
  "email": "foobar@gmail.com",
  "username": "foobar@gmail.com",
  "active": true,
TRUNCATED FOR BREVITY
}

• Verify that logs from the following services do not contain errors. Example Loki query:

{app=~"(sso-ws|scim|user-service)"}

• Save the login session on the browser and create a support request to AlphaSense. Steps:
  • Open a web browser
  • Browse to the AlphaSense Enterprise Insight platform URL
  • Perform the full login steps
  • Open the browser's Developer Tool and save the Network tab as HAR