Login Issue Requiring Internal IT Investigation

Overview

If you are experiencing issues logging in to ADVANCE®AI, our Support Team will first verify whether the authentication service is functioning correctly.

In cases where authentication is working as expected on our side, further investigation may need to be carried out by your organisation's internal IT team.

Why Do I Need to Contact My Internal IT Team?

Your internal IT team has visibility of factors that are not accessible to the ADVANCE®AI Support Team, including:

• Device configuration and security policies
• Network and firewall settings
• User account permissions
• Single Sign-On (SSO) configuration
• Identity Provider (IdP) settings (e.g. Microsoft Entra ID / Azure AD)
• Authentication and access policies

These factors can sometimes prevent successful login, even when the ADVANCE®AI authentication service is operating normally.

What Should I Do?

Please contact your internal IT team and provide them with:

• A description of the issue you are experiencing
• Any error messages displayed
• Screenshots or screen recordings (if available)
• The date and time the issue occurred

Our Support Team will be happy to assist your IT team with any information they may require during their investigation.

Need Further Assistance?

If your internal IT team requires additional information from ADVANCE®AI, please ask them to contact the ADVANCE®AI Helpdesk and we will be happy to support their investigation.