Logging In

You can access ThousandEyes using either local login (email and password managed within ThousandEyes) or Single Sign-On (SSO) through your organization’s identity provider (IdP).

To ensure a seamless and secure login process, it is essential that your browser allows cookies from the following domains:

• webex.com

• cisco.com

• thousandeyes.com

These cookies are necessary to:

• Maintain your login session securely.

• Enable core functionality and personalized settings.

• Support authentication flows and access to collaboration tools.

• Provide enhanced performance and troubleshooting capabilities.

Blocking or disabling cookies from these domains may result in login issues, interrupted sessions, or degraded user experience.

To start the login process, you enter your email address. ThousandEyes uses this email to automatically identify your organization’s default authentication method and direct you to the appropriate login flow—either local login or Single Sign-On (SSO).

Login Behavior by Organization SSO Settings and User Permissions

The login experience depends on your organization’s Single Sign-On (SSO) configuration and your user permissions. The table below summarizes how authentication works under different SSO settings:

	Organization SSO Settings
User Permissions	Org SSO Disabled	Org SSO Enabled, Force SSO Disabled	Org SSO Enabled, Force SSO Enabled
Login via ThousandEyes login page	Prompted for Password	Prompted for Password	Cannot Login
Login via ThousandEyes login page & Login via Single Sign-On	Prompted for Password	Choice to proceed with Password or with SSO	Automatically directed to IdP
Login via Single Sign-On	Cannot Login	Automatically directed to IdP	Automatically directed to IdP

Steps

Depending on your organization’s settings, you can log in using either local credentials or SSO. Choose the appropriate tab below for step-by-step instructions.

Local Login

With the ThousandEyes local login, you are prompted to enter your email and then your local password. This method provides a quick setup process because it does not require integration with external identity providers.

1. On the ThousandEyes login page, enter your email address and click Log In.

   

   Your account must be activated before attempting to log in.

2. Enter your password and click Log In.

Usernames and passwords are region-specific. For example, if you're logging in to the EU region, you must use your EU-specific credentials. If your credentials are the same across regions, you'll be logged into US1 by default and can switch afterward.

Upon successful authentication, you are redirected to your ThousandEyes organization.

If your organization supports SSO and your user permissions allow it, you’ll land on the local login screen by default. You have the option to select Log in with SSO to authenticate through your identity provider.

1. (Optional) If your email or password is incorrect, an error message will appear.

   After 3 failed attempts, your account will be locked for 24 hours. For more information, see Troubleshooting Login.

SSO Login

With SSO login, ThousandEyes accepts your credentials from your registered identity provider. For more information on how to configure SSO, see How to Configure Single Sign-On (SSO).

1. On the ThousandEyes login page, enter your email address and click Log In.

   

2. Follow the login method based on your organization’s configuration:

   • If your organization uses forced SSO, you are automatically redirected to your identity provider to authenticate.

   • If your organization uses regular SSO and your user permissions allow it, you are taken to a login screen where you can choose to log in with SSO or continue with local login. Click Log in with SSO to continue with your identity provider, or enter your local credentials to continue with local login.

     

3. When redirected to your IdP's login page, enter your credentials and click Enter.

   Upon successful authentication, you are redirected to your ThousandEyes organization.

Troubleshooting Login

The following covers common login issues and how to resolve them.

Invalid Email or Password

If your email or password is incorrect, you will receive an error message.

• To reset your password, follow Forgotten ThousandEyes Password.

• If you're not sure which email is associated with your account, contact [email protected].

Too Many Failed Attempts

After three failed login attempts, your account will be locked for 24 hours. Wait before retrying or contact [email protected] for help.

Forgotten ThousandEyes Password (Local Login)

If you are logging in locally and forget your password:

1. On the ThousandEyes login page, click Forgot Password.

2. Enter your registered email and click Send Reset Link.

   The following message appears: “If a valid username was entered, an email with reset instructions will be sent to the associated account”.

   If you attempt to reset your password using an email address not registered with ThousandEyes, you will receive a notification stating that no account is associated with that email address.

3. Check your inbox for a reset password email from ThousandEyes.

4. Click the reset password link in the email.

The link is only valid for two hours from the time you receive the email.

1. Enter and confirm your new password. Click Continue.

2. Return to the login page and enter your credentials with the new password.

Email Not Recognized (SSO Login)

If you're using single sign-on (SSO) and your email isn't recognized:

• Double-check the email address you entered.

• Try a different known email address.

• If available, try logging in with your ThousandEyes credentials.

• If the issue continues, contact [email protected].

Incorrect IdP Credentials

If you enter an incorrect email address or password on your identity provider’s (IdP) login screen, you will receive an error message. To resolve this issue, please contact your organization’s IdP administrator or reach out to the IdP directly.