Acora Level3S.66889 (Customer) asked a question.
We consistently receive calls to our service desk from users who have failed to authenticate against Okta. Logs generally show 'Bad Username/Password'.
I have been tasked with investigating why our customer's users raise so many incidents for failed authentication, with the logs showing 'Bad Username/Password'. All user laptops are Entra joined. This manifests in all situations - user attempting to log in to the Okta portal, or clicking on saved Favourites in Chrome, or in some cases directly from email links.
In the case of users failing at the Okta login attempt they get notified of failed authentication, however in the case of users clicking directly from emails they do not get the chance to re-enter their details.
We assume the issue is down to password caching and not being updated, but I'm not sure where to start. Can anyone provide any guidance or let me know any further research I need to do?
Many thanks
Hello @Acora Level3S.66889 (Customer) Thank you for posting on our Community page!
The Okta Community Questions forum isn't really meant for in-depth troubleshooting.
I would recommend opening a case with Support and continuing the discussion with the assigned Technical Support Engineer. They'll be able to access additional tools and resources to help you get to the bottom of it.
Thank you for reaching out to our Community and have a great day!
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