This document discusses the basic troubleshooting and common errors with resolutions when users have trouble logging in to MSPbots.
1. Basic Troubleshooting
- Press Ctrl+R (Cmd+R for macOS).
- Use an in-private browser with third-party cookies allowed,
- Clear the cookie and cache.
- Log in using a different browser, i.e., Edge, Chrome, or Firefox.
2. Error AADSTS50011
The admin user cannot log in to the MSPbots app using https://app.mspbots.ai/Bots. Below is the error message.
This issue is caused by a Microsoft security feature that prevents man-in-the-middle attacks where the attacker reroutes communications between two network entities through the attacker's computer without the knowledge of either party. We are aware of this issue and are working on a permanent solution.
In the meantime, if the error is encountered, users may try signing in from the MSPbots app's homepage before navigating to the Bots, Dashboards, Widgets, and other sections.
3. Error AADSTS50058
The user is unable to log in to the MSPbots app. The following error appears when logging in:
AADSTS50058: A silent sign-in request was sent but no user is signed in. The cookies used to represent the user's session were not sent in the request to Azure AD. This can happen if the user is using Internet Explorer or Edge, and the web app sending the silent sign-in request is in different IE security zone than the Azure AD endpoint (login.microsoftonline.com). Trace ID: 83ab678b-4cd5-4bca-9edb-e8300b218800 Correlation ID: b6a6381a-6551-4651-b3ba-4d52ea88e5d1 Timestamp: 2022-12-20 18:25:44Z
This error is experienced when accessing the MSPbots app from Google Chrome, Microsoft Edge, Internet Explorer, and Firefox in private sessions and incognito.
Causes and Resolution
A browser extension that blocks cookies is often the cause of this error.
To resolve this, add the login.microsoftonline.com endpoint in your browser extension to the whitelist. For guided instructions on how to do this, please view on Microsoft's website.
The error also occurs if third-party cookies are disabled in your browser. You can enable third-party cookies to prevent the error and keep it from recurring. For guided instructions on how to do this, you can also view Enable storage of third-party cookies and local data in your browser or app on Microsoft's website.
4. Seamless single sign-on failed for the user.
Failed sign-ins can happen if the user cannot access on-premises AD or the intranet zone is not configured correctly. You can read Troubleshoot Microsoft Entra seamless single sign-on for more information on the other causes of this issue.
5. Cannot access the MSPbots app from a mobile device
If logging in from a mobile device, go to How to Access the MSPbots App from MacOS, iPhone, or iPad for information.
6. Collect the error details and submit them to Technical Support.
If none of these procedures fixes your issue, collect the error details and submit them to Technical Support for troubleshooting.
- Right-click the blank area of the browser windows, and choose Inspect.
- Click Console and take a full screenshot. We need the yellow warning and red error messages to help identify the issue.
- Submit the screenshots to Technical Support.