--- title: SSO & Troubleshooting description: Troubleshooting guide for Sitemetric SSO logins, explaining provider setup for Black & Veatch, Holder, and Suffolk, common error patterns, and SSO invite email templates. --- [Skip to content](https://go.sitemetric.com/sitemetric-knowledge-base/sso-and-troubleshooting#main-content) English - United States Show submenu for translations ![](https://go.sitemetric.com/hubfs/Icon__Wordmark_-_Horizontal_-_Red-1.svg) - Home - Products - Pricing - Blog - Company Open main navigation Close main navigation - Home - Products - Pricing - Blog - Company - English - United States Show submenu for translations - Contact us Contact us How can we help you? - There are no suggestions because the search field is empty. 1. [Sitemetric Knowledge Base](https://go.sitemetric.com/sitemetric-knowledge-base?hsLang=en-us) 2. [User Access & Accounts](https://go.sitemetric.com/sitemetric-knowledge-base/user-access-accounts?hsLang=en-us) 3. [Troubleshooting Guide](https://go.sitemetric.com/sitemetric-knowledge-base/user-access-accounts?hsLang=en-us#troubleshooting-guide) # SSO & Troubleshooting ## How to identify SSO providers and troubleshoot login failures for Black & Veatch, Holder, and Suffolk users > **Company domains that require SSO setup** - Black & Veatch (including Overland Contracting (OCI) and BVCI) - Holder - Suffolk **Table of Contents** > ℹ️ This page covers **SSO basics** (what it is, when to use it, and what changes for the user) and **how to troubleshoot SSO logins** into the Sitemetric app. If the issue is **general app login / white screen** behavior (not SSO-specific), see: Troubleshooting (App Logins, LL, ETC) --- ### SSO basics (what to know) - If a user is set to **SSO**, they must use **Log in with SSO** and their corporate credentials. - They **cannot** log in with a password. - They **cannot** reset their password. Password reset will not help while SSO is enabled. - Users are either: - Created as **SSO from day one**, or - **Transitioned** from password login to SSO. - When transitioning, confirm the user understands password login will stop working once the Provider is switched to SSO.\[\[1\]\](https://www.notion.so/1e0fc5f52f208071ae19c3b02ea0fd62) --- ### Quick triage (start here) > ⚠️ **Approval required before sending new SSO invites:** Before sending any new invite, the account must be approved by a **User Account Approver**. Use the Customer Responsibility Matrix here: 🗃️ Customer App User Account Approvers Matrix - **Confirm the user is meant to use SSO** (not password). - In the Admin → Users profile, check the user’s **Provider**. - Switching Provider to SSO means the user will no longer be able to log in with a password.\[\[1\]\](https://www.notion.so/1e0fc5f52f208071ae19c3b02ea0fd62) - **Bulk provider changes:** If many users need the same Provider update, use Admin → Users bulk update (select users → **Add Fields** → set **Provider** → apply). - **Confirm which SSO provider they should be using** - ▶ Current providers (click to expand) - `amazon_a2z` - `holder_microsoft_entra` - All Holder users must use SSO. - If a user sees a “no access” style error, loop in Holder IT POCs to grant access on their side. - `blackveatch_microsoft_entra` - All BV, BVCI, and OCI users must use this. - Black & Veatch is the holding company. BVCI and Overland Contracting Inc. are subsidiaries. - `sitemetric_microsoft_entra` - Sitemetric emails only. - Not standard to require this, but it can be used for troubleshooting when password reset is not working. - **Get the basics from the user** - Email address they are using to log in - Environment (usually [https://us.sitemetric.com](https://us.sitemetric.com)) - What they see (error message, screenshot, “stuck loading”, etc.) - iOS / Android / browser, plus app version if applicable --- ### Customer steps: how to attempt SSO login 1. Open the Sitemetric login page: [https://us.sitemetric.com](https://us.sitemetric.com) 2. Click **Log in with SSO** (or **Sign in with SSO**) 3. Enter the user’s email address, then click **Continue** 4. You will be redirected to the provider login portal (Microsoft, Amazon, etc.) 5. Log in using corporate email credentials 6. After successful authentication, you should be redirected back into Sitemetric and can navigate normally - Screenshots (expand/collapse) **1–2. Sitemetric login page + “Log in with SSO”** **3. Enter email + Continue** **4. Microsoft sign-in (email)** **5. Microsoft sign-in (password)** --- ### Important note for invites (customer communication) - When an invite is sent, an **activation email** is automatically sent. - The activation email **does not include SSO instructions**. - If the user is (or will be) SSO, send a **separate email** that explains the SSO login steps above. ### Email templates > ✉️ **SSO login instructions (send separately after the auto activation email)** **Subject options** - Sitemetric App — Single Sign-On (SSO) Login Instructions - Action needed: Use SSO to log in to Sitemetric - Your Sitemetric account is active — how to log in with SSO **Template (copy/paste)** Hi **{FirstName}**, Your Sitemetric App account is active. Your organization uses **Single Sign-On (SSO)**, so you will log in using your corporate email credentials. **Important:** If your account is set to SSO, you **cannot** log in with a Sitemetric password and **password reset will not work**. You must use **Log in with SSO**. #### How to log in (SSO) 1. Open the Sitemetric login page: [https://us.sitemetric.com](https://us.sitemetric.com) 2. Click **Log in with SSO** 3. Enter your corporate email address, then click **Continue** 4. You will be redirected to your organization’s sign-in page (Microsoft, Amazon, etc.) 5. Sign in using your corporate email credentials 6. You should then be redirected back into Sitemetric and can navigate normally \*Screenshots are attached for reference.\* #### Access options - Web: [https://us.sitemetric.com](https://us.sitemetric.com) - iOS app: [https://apps.apple.com/us/app/sitemetric/id1574357858](https://apps.apple.com/us/app/sitemetric/id1574357858) - Android app: [https://play.google.com/store/apps/details?id=com.sitemetric.app&hl=en-US&pli=1](https://play.google.com/store/apps/details?id=com.sitemetric.app&hl=en-US&pli=1) If you have any questions or run into an access error (for example, a “no access” message after signing in), reply here with a screenshot and the email address you used, and we will help troubleshoot. Best regards, **{YourName}** **{TeamName}** > ✉️ **Short variant (for transitions)** Hi **{FirstName}**, **{Company}** recently switched to **SSO** for the Sitemetric App. Going forward, please log in by clicking **Log in with SSO** on [https://us.sitemetric.com](https://us.sitemetric.com) and then signing in with your **{Company}** email credentials. \*Screenshots attached.\* Thanks, **{YourName}** --- ### Troubleshooting flow > **Quick keyword flags (often indicates the user is trying password login, but is actually SSO):** - “Can’t reset my password” - “Password isn’t working” - “Never received a link” If you see any of these, confirm whether the user is set to **SSO**. If the user is SSO: - A password will not work. - Password reset will not help. - Re-send the **SSO login instructions** (use the email template above). ### Troubleshooting flow > **At a glance (SSO triage)** - **Error on** [us.sitemetric.com](http://us.sitemetric.com) (**“Invalid SSO Login”**) → usually **Sitemetric-side** (provider mismatch) - **Error after redirect** to Microsoft/Amazon/etc. → usually **customer IT-side** (missing app access/assignment) #### 1) Is the user on the correct auth method? - If they are trying to use **password** but their Provider is set to **SSO**, they will need to use **Sign in with SSO** going forward.\[\[1\]\](https://www.notion.so/1e0fc5f52f208071ae19c3b02ea0fd62) - If they are trying SSO but their Provider is still set to **password**, update the Provider (Admin → Users → Edit → Provider → Save).\[\[1\]\](https://www.notion.so/1e0fc5f52f208071ae19c3b02ea0fd62) #### 2) Does SSO work in a browser? - Ask them to try logging in at [https://us.sitemetric.com](https://us.sitemetric.com) in a web browser. - If it fails in the browser too, this is likely **account/provider/config** rather than a mobile-app-only issue. - If it works in the browser but not the app, proceed to the app reset steps below. #### 3) Mobile app reset steps (in order) Use the same general sequence as other app login issues: 1. Log out and log back in 2. Update the app 3. Remove and reinstall the app\[\[2\]\](https://www.notion.so/6f2f5d7a58f3491ea53f78e137568ce2) #### 4) Common SSO failure patterns to check #### 4a) Identify where the error occurs (Sitemetric vs customer IT) - **Error on \[us.sitemetric.com\](http://us.sitemetric.com):** “Invalid SSO Login” (often shows right after entering email + Continue) - This is typically **on Sitemetric’s side** to resolve. - **Most common cause (≈99%)**: the user’s **Provider** in Admin → Users is not set to the correct SSO provider (or is still set to password). - Fix: confirm the correct provider for their company, update Provider if needed, and have the user retry **Log in with SSO**. - Reference screenshot: “Invalid SSO Login” - **Error after redirect to the customer’s provider portal** (Microsoft/Amazon/etc.) and the failure happens there - This is typically **on the customer’s side** to resolve via their IT department. - Cause: the user’s email does not have permission / assignment to access the Sitemetric app within the customer’s identity provider (e.g., Microsoft Entra app assignment). - Next step: loop in customer IT to grant access, then retry SSO. - Customer IT note (copy/paste) The user’s email needs permission to access the **Sitemetric** app in your organization’s identity provider (for example, Microsoft Entra app assignment / access policy). Please have your IT team grant access and then retry logging in via **Log in with SSO**. - **Wrong email domain** - Make sure the user is logging in with the correct corporate email domain for the configured provider. - **Customer IT access not granted in Entra (app assignment / permissions)** - The user can be correctly set to SSO in Sitemetric, but still be blocked if their organization’s IT admin has not granted access to the Sitemetric app in Microsoft Entra. - If the user sees a “no access” style error after Microsoft sign-in, loop in the customer’s IT admin to grant access. - **User exists but is not registered in Sitemetric yet** - Even if SSO completes at the identity provider, the user must already exist in Sitemetric to be redirected back in successfully.\[\[1\]\](https://www.notion.so/1e0fc5f52f208071ae19c3b02ea0fd62) - **Provider/config mismatch** - If the user’s Provider is set to the wrong SSO config, update it and retry. --- ### Internal escalation notes (what to collect before looping in engineering) Include: - User email - Company / org (if applicable) - Provider configured on the user (for example: `amazon_a2z`, `holder_microsoft_entra`, `blackveatch_microsoft_entra`, `sitemetric_microsoft_entra`) - Environment and timestamp of attempt - Any screenshots / exact error text ### Related docs - App Authentication (SSO, Password, etc) - Email to Sitemetric App Users (includes SSO-user invite template) - [Reports](https://go.sitemetric.com/sitemetric-knowledge-base/reports?hsLang=en-us) - [Integrations](https://go.sitemetric.com/sitemetric-knowledge-base/integrations?hsLang=en-us#main-content) - [How-To Guide](https://go.sitemetric.com/sitemetric-knowledge-base/integrations?hsLang=en-us#how-to-guide) - [SOP](https://go.sitemetric.com/sitemetric-knowledge-base/integrations?hsLang=en-us#sop) - [Internal - Reporting & Data](https://go.sitemetric.com/sitemetric-knowledge-base/internal-reporting-data?hsLang=en-us) - [Support Request Types](https://go.sitemetric.com/sitemetric-knowledge-base/support-request-types?hsLang=en-us#main-content) - 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