Scenario

A User has reported that they are unable to login to their company provided account through the browser. They have attempted to login multiple times, and it is asking that they sign in again each time.

Environment

  • Windows 11
  • Corporate VPN

Symptoms

  • Unable to login
  • Repeated login prompt
  • VPN connection active
  • Issue occurs through browser

Initial Assessment

Based on the report, the authentication issue is occurring through the browser. Additional testing will be required to identify the cause.

Troubleshooting Process

Step 1: Verify VPN Connection

Result: User is securely connected to corporate VPN

Implications: The VPN does not seem to be part of the issue

Step 2: Verify Login using a Private Window

Result: User was successfully logged in using the private window of the browser.

Implications: Correct credentials have been verified

Step 3: Verify login using a separate browser

Result: Successful login with separate browser

Implications: Login issue is only occurring with one browser

Step 4: Clear affected browser site data and test login

Result: Login is successful

Implications: Stale browser data preventing login

Root Cause

The browser held data that prevented the user from logging in to their account.

Resolution

Cleared the affected browser site data for the site experiencing the authentication failure. The login was tested successfully in the browser.

Verification

Test login was successful and the user was logged out to log in again and verify consistent login.