Troubleshoot Login Errors

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This page covers common login errors and how to resolve them. For details on how the ThousandEyes login process works, see Logging In.

Invalid Email or Password

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

To resolve:

• Reset your password.

• If you're unsure which email address is associated with your account, contact [email protected].

Too Many Failed Attempts

If you make several failed sign-in attempts in a short period, you may be temporarily prevented from trying again.

After 10 failed login attempts, your account is locked for 24 hours. After this period, you can regain access by resetting your password at your next login or contacting [email protected] for help.

To resolve:

• Wait for the lockout to expire or

• Contact [email protected] for assistance.

Reset Your Password

If you're unable to sign in, you can reset your password by following the steps that match your situation. Use the Forgot Your Password tab if you don't remember your password. Use the Expired Password tab if you're prompted to change your password after logging in.

Select a tab to get started.

Forgot Your Password

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

2. On the password entry page, click Forgot Password.

   
3. Enter your reset code to verify your identity, click Next.

   A password reset code is sent to your email. The code expires in 30 minutes

   If you have not received your reset code, click Resend Code.

4. Enter a new password that meets the following requirements:

   Must contain	Must not contain
   At least one number	Easy to guess passwords
   At least one uppercase letter	Your name or email address
   At least one lowercase letter	Spaces or quotation marks
   At least one special character (~!@#$%^&*()-_=+[]{}	:;,.<>/?)
   At least eight characters
   No more than 256 characters

5. Confirm your new password by entering it again, and then click Reset password.

   Both entries must match exactly to continue.

6. Enter your new password to log in.

   You are redirected to the login page to sign in with your new password.

Expired Password

Email Not Recognized (SSO Login)

This error occurs if you're using single sign-on (SSO) and your email isn't recognized.

To resolve:

• Verify that you've entered the correct email address.

• Try another known email address associated with your account.

• If available, try signing in with your ThousandEyes username and password.

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

No Single Log-Out URL Configured

This error occurs when the identity provider (IdP) SAML metadata or configuration does not include a single sign-out URL (also called Single Log-Out URL). Without this URL, ThousandEyes cannot redirect you to the IdP to terminate the session.

To resolve:

1. Locate the IdP’s sign-out URL in its metadata or SSO configuration settings.

2. In the Cisco Identity portal, go to Settings > Manage IdPs.

3. Next to your SAML-based IdP, click the ... icon and click Edit IdP.

4. Enter your Single sign-out URL.

5. Click Next.

6. Click Save.

7. Test logging out again to ensure the session ends correctly.

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.