There are many errors a Hi Marley user could receive upon logging into the application through Okta when something is wrong...
1. Left Icon Bar Missing
Possible Reasons
- Caused by working on an old Okta-react package which will be update when Hi Marley is updated to React 16 or higher
- When you were added into Hi Marley, your supervisor did not assign you a ROLE
- Roles can be assigned in the User Management tab
How to Resolve
- Log out and log back in
- Clear cache and cookies
- Ask your supervisor to check and make sure you are assigned a role within Hi Marley
2. OAuthError
Possible Reasons
- A Hi Marley server is down, or has timed out upon this request
- A user's information is configured incorrectly
How to resolve
- Reach out to Hi Marley support by emailing support@himarley.com and let them know you have experienced an "OAuthError"
3. Invalid ID Match
Possible Reasons
- There's a discrepancy in the user's identity within Hi Marley's database, Okta or the Insurance Agency's database
How to Resolve
- Reach out to Hi Marley support (support@himarley.com) and ask to confirm user's correct identity information because you're receiving the "Invalid ID Match error"
4. Unable to Sign In
Possible Reasons
- Your username or password is incorrect
- There are whitelisting/blacklisting rules that are blocking your login
- Your user credentials are locked
- The OAuth login token has expired. Okta puts a token on this page. If you let it sit for a while (around a day it seems) the token expires and even with valid credentials, this error will show. A simple refresh should do the trick.
- Your email format is incorrect or not supported
- Please note, emails containing an apostrophe (') are not supported
How to Resolve
- Double check your email and password
- Reach out to Hi Marley support (support@himarley.com) and tell them you're receiving the "Unable to Sign In Error"
5. Error Code 400
Possible Reasons
- Incorrect Password
- User was given a temporary password which has expired
- User click on an activation link which has expired
- User navigated directly to login.himarley.com to log in, rather than chat.marley.ai
- User navigated to chat.marley.ai and sat on the page for an extended amount of time before trying to log in (session expired)
How to Resolve
- Open a new Google Chrome tab or browser, go directly to chat.marley.ai and log in immediately
- Email support@himarley.com and let us know you're receiving a 400 error
- Request password reset from support@himarley.com