Cannot login to Prisma Cloud - Quick Fix
9765
Created On 10/27/21 01:18 AM - Last Modified 05/07/24 15:48 PM
Symptom
- Customer is not able to login to Prisma Cloud console using SSO, Hub, support tab, PC console via any login methods using any IdP
- Methods such as Okta, Microsoft Active Directory Federation Services (AD FS), Azure Active Directory (AD), Google, or OneLogin fails.
Environment
- Prisma Cloud
- SSO
- IDP (Identity Provider)
- Login issues.
Resolution
Steps to Resolve Login issues:
- Try removing your cache, cookies and using an incognito browser.
- If you are not added under SSO bypass list, ask Prisma Cloud system admin to add it, then only you will be able to follow next step.
- Reset your password using URL https://app2.prismacloud.io/request-password-reset (app2 in the URL varies according to the app stack customer is using)
- Then attempt to login via https://app2.prismacloud.io/login (app2 in the URL varies according to the app stack you/customer is using)
- Retry SSO login.
- If the above steps fail, open a Support case.
Additional Information
- When you enable SSO, make sure to select a few users who can also access Prisma Cloud directly using the email and password that is registered locally on Prisma Cloud to ensure that you are not locked out of the console
- This is in case one has misconfigured SSO and need to modify the IdP settings.
- For accessing data through APIs, you need to authenticate directly to Prisma Cloud.
- To avoid future inconvenience, It is suggested to change the passwords in Lastpass, Okta password or any password manager used by admin/customer..
- Note that authentication systems of the Prisma UI and the Customer Portal are separate.