Users access KnowledgeFlow through the web application, signing in with their organisation account via Azure AD single sign-on (SSO). In normal operation, users should not need a separate platform password.
Audience: customer IT teams
Likely cause: account/access issue, not a platform defect.
Checks
- username and account status
- Azure AD access (can they sign into other Azure AD-connected apps?)
- browser or device being used
- whether the issue affects only this user or others too
Seeing an Azure “enterprise application needs approval” message?
If the user instead sees an Azure message saying the organisation needs to approve this enterprise application, this is not something first-line IT can resolve directly. It requires a Global Administrator for the organisation’s Azure tenant to approve the enterprise application in Azure AD under Enterprise Applications.
Contact your organisations Azure Global Admin rather than attempting further troubleshooting.
Escalate when
- multiple users are affected
- the issue persists after the checks above
- the sign-in failure looks system-wide
Ready to escalate? See the Escalation page for what to collect first.