Unable To Log In to Portal after converting the system to Single Sign on (SSO)

Document ID : KB000098904
Last Modified Date : 04/06/2018
Show Technical Document Details
Once the system has been converted to Single-Sign-On (SSO), some users are not able to login.
There could be various reasons for users not being able to login after SSO conversion, including issues on the SSO side and the Active Directory. 
Below is just one scenario that could cause the issue. 

Portal does not recognize upper case characters. 
The sync operation from portal, looks for an exact match with the Username field in CA PPM.
If it does not find an exact match, it creates a new record. This results in Duplicates, one which is with upper case characters and the other with all lower case.
In this case users might not be able to login to the application. 

To fix this issue:

-Verify that the Email address of the affected users in Portal matches the username field in CA PPM including the case. 
-If not, Unassign the user from the portal.
-Change the user name of the duplicate record to an incorrect username and correct the one with upper case characters to all lower case and save.
-Go back to portal and search for the user and assign it back to the application