> For the complete documentation index, see [llms.txt](https://docs.docontrol.io/docontrol-user-guide/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.docontrol.io/docontrol-user-guide/help/troubleshooting/login-issues.md). # Login issues Scroll down to troubleshoot your relevant login issue: * [Optimal viewing](#optimal-viewing) * [Connecting via VPN](#connecting-via-vpn) * [Network issues with VPN](#network-issues-with-vpn) * [Session timeout](#session-timeout) * [Adding a tenant](#adding-a-tenant) * [Login via Okta SSO](#login-via-okta-sso) ## Optimal viewing Before starting to use DoControl we recommend optimal viewing settings: * For viewing, we recommend using a Google Chrome browser. * Screens larger than 13" (1366 pixel wide) are best suited for using DoControl. ## Connecting via VPN When connecting to DoControl through a VPN, a split tunnel is needed. If you don't have a split VPN tunnel, you'll get a blank page. #### **How to solve this issue** Send DoControl Support your WAN IP range and we'll enable your connection. ## Network issues with VPN If you use SSL decryption with a VPN, it might cause network errors in the DoControl platform, and prevent DoControl from loading. #### **How to solve this issue** Turn off your VPN. ## Session timeout Your DoControl session times out after 24 hours. After that, you’ll be asked to authenticate your user credentials in any of these scenarios: * **There was no user activity** - User is returned to the login page. * **User access was revoked** - In the event that an admin user changes the user's permission or deletes a user. \ If a user is logged in, it will take up to 5 minutes until his/her session is revoked. In the meantime, the user can view only the currently open screen. Any action or click redirects the user to the login page. ## Adding a tenant If you delete a tenant, and then try to add that tenant again, you'll get an error message. The reason is because DoControl still retains that company name. #### **How to solve this issue** Add the tenant as a different company name. ## Login via Okta SSO Troubleshoot issues for Okta SSO login: * [Why can't a user login via Okta?](#why-cant-a-user-login-via-okta) * [Why can't users login with email and password after enabling Okta SSO?](#why-cant-users-login-with-email-and-password-after-enabling-okta-sso) * [How do I turn Okta login enforcement off?](#how-do-i-turn-okta-login-enforcement-off) ### Why can't a user login via Okta? You already set up login via Okta SSO, but users can't login. #### **How to solve this issue** 1. Make sure there is a DoControl user for each Okta user. 2. The DoControl and Okta users need to have an exact match (case-sensitive). 3. Make sure that users login via the DoControl login page, and not from Okta. ### Why can't users login with email and password after enabling Okta SSO? If SSO enforcement for Okta was turned on, even for a moment, then the user name and password login method is blocked. #### **How to solve this issue** If your organization would like to enable users to login with user name and password, your system administrator need to release blocked users:
1. Go to **Settings > Team**. 2. Select the relevant team member and click the **Ellipsis** button next to their name. 3. Select **Revoke access**. ### How do I turn Okta login enforcement off? When Okta login is enforced, users don't have the option to login with user name and password.
#### **How to solve this issue** 1. Go to **Settings > Admin > SSO.** 2. Select the Okta SSO provider. 3. Select the relevant connection. 4. Toggle **off** the **Enforce** button next to the SSO connection. If SSO enforcement was turned off, DoControl users can still login to the platform using existing connections (for example, Google or Okta). If you want to allow login with user name and password, you need to re-invite DoControl users to the platform. 1. Go to **Settings > Team**. 2. Select the relevant team member and click the **Ellipsis** button next to their name. 3. Select **Resend invitation**. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://docs.docontrol.io/docontrol-user-guide/help/troubleshooting/login-issues.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.