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:
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, your account becomes temporarily unavailable.
To help protect your account, ThousandEyes uses Smart Lockout, an account protection feature that enforces a waiting period before you can try again.
To regain access:
Wait for the waiting period to expire and try again.
Reset your password if you don’t remember it.
For more information, see Smart Lockout.
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.
On the ThousandEyes login page, enter your email address and click Log In.
On the password entry page, click Forgot Password.
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.
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 (~!@#$%^&*()-_=+[]{}
:;,.<>/?)
At least eight characters
No more than 256 characters
Confirm your new password by entering it again, and then click Reset password.
Both entries must match exactly to continue.
Enter your new password to log in.
You are redirected to the login page to sign in with your new password.
For locally authenticated organizations, passwords are subject to expiration. You are notified starting 30 days before expiration during the login flow and can reset your password at that time. For more information, see Password Management.
On the ThousandEyes login page, enter your email address and click Log In.
On the password entry page, enter your password and click Next.
You are redirected to a password reset page.
If your password is expiring soon, the dialog is titled Password Expiring Soon. You can select Skip to continue without changing it.
If your password has expired, the dialog is titled Password Expired. You must reset your password before you can sign in.
Enter your current password.
Enter a new password that meets the following requirements:
Must contain
Must not contain
At least one number
Easy to guess passwords
At least one uppercase letter
Your name or email address
At least one lowercase letter
Spaces or quotation marks
At least one special character (~!@#$%^&*()-_=+[]{}
:;,.<>/?)
At least eight characters
No more than 256 characters
Confirm your new password by entering it again, and then click Reset password.
Both entries must match exactly to continue.
Enter your new password to log in.
You are redirected to the login page to sign in with your new 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:
Locate the IdP’s sign-out URL in its metadata or SSO configuration settings.
In the Cisco Identity portal, go to Settings > Manage IdPs.
Next to your SAML-based IdP, click the
...icon and click Edit IdP.Enter your Single sign-out URL.
Click Next.
Click Save.
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.
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