External user login and password-reset issues in AEM Brand Portal
This article explains how you can troubleshoot login and password-reset issues in Adobe Experience Manager (AEM) Assets Brand Portal when your SSO credentials aren’t accepted or the password-reset flow doesn’t display the verification-code screen. To fix this, verify your identity type, use the correct credential flow, complete the password reset for an Adobe ID account, troubleshoot browser or session issues, and verify that you can access Brand Portal.
Description description
Environment
- Adobe Experience Manager Assets Brand Portal
- External user account managed through Adobe identity services
- Adobe Admin Console user and access management
Issue/Symptoms
- You can’t log in to Adobe Experience Manager Assets Brand Portal with your SSO credentials.
- The password-reset link on the login screen doesn’t work as expected.
- You receive a verification code but don’t see the screen to enter it.
- You can’t reset your password or access Brand Portal.
Cause
Your account is configured as an Adobe ID rather than a Federated ID. You can’t use SSO credentials with an Adobe ID account because you authenticate with an Adobe-managed password. If browser or session issues affect the password-reset flow, you don’t see the verification-code entry screen.
Resolution resolution
Follow the steps below to resolve the issue:
- In the Adobe Admin Console, open the user’s profile and verify whether the account is an Adobe ID or a Federated ID.
- If you identify an Adobe ID account, ask the user to sign in with the Adobe ID password instead of the organization’s SSO password. Note: An Adobe ID uses an Adobe-managed password. A Federated ID uses the organization’s federated sign-in flow.
- If the user doesn’t remember the Adobe ID password, ask the user to select Forgot Password on the login screen.
- Ask the user to retrieve the verification code sent to the registered email address or recovery address, enter the code on the verification screen, and reset the password.
- If the verification-code entry screen doesn’t appear, ask the user to clear the browser cache and cookies, try a different browser, disable browser pop-up blockers or extensions that interfere with the login flow, or retry the process in a private-browsing window.
- After the password is reset, ask the user to sign in again with the Adobe ID credentials.
- Verify that the user can access Adobe Experience Manager Assets Brand Portal successfully.