Troubleshooting Entra ID sign-in to Web Portal

Summary: When Entra ID sign-in is enabled you may get errors when attempting to sign in to the Web Portal. These errors have different root causes. This article contains instructions on how to resolve these errors.

Applies to: Cayosoft Administrator 9.x or later

Resolution

1. Connection issue

Possible root cause

Conditional access policies (CAPs) are applied.

Steps to resolve

1. Sign in to Entra ID as an administrator.

2. Select Microsoft Entra ID > Protection > Conditional Access:

3. Click What If:

   

4. Specify the following settings:

   1. User identity - provide the MS 365 connection account used in the Cayosoft Administrator Console under Configuration > Connected Systems Extensions > Microsoft 365.

   2. In the Cloud apps, if you use integration with Entra ID Application Proxy, select your application;

   3. If you don't use integration with Entra ID Application Proxy, select Any Cloud app.

   4. Specify the IP address used for sign in.

   5. Specify country.

   6. And device platform.

5. After that, click What If to check and review all the conditional access policies that apply:

   

6. IP address, Country, and Device platform you can find in User Sign-in logs:

7. Search for a user connection account.

8. Click Sign-in logs.

9. Find the sign-in record and open its' details.