Overview

You are experiencing an issue with Single Sign-On (SSO) when trying to log into the Jive site. The specific error message encountered is 'User not found in external identity table.' Despite successful credential validation within Okta, the error occurs when redirected to the Jive site. Debug details indicate that Jive is unable to match the existing external identity stored inside Jive with the one coming from Security Assertion Markup Language (SAML). This issue seems to be specific to a user's account, as other users are able to log in without any problems.

Solution

To resolve this issue, the external identity for the user needs to be reset. This can be done by the admin team following these steps:

1. Access the user's profile in Jive Admin Console.
2. Locate the section for external identities.
3. Delete the existing external identity.
4. Ask the user to log in again. This will force Jive to obtain the new external identity from SAML.

Note: Deleting the external identity will not have any impact on documents/posts attached to the user's account.

Summary

In cases where a user encounters the 'User not found in external identity table' error when trying to log into Jive via SSO, the solution is to reset the user's external identity. This process involves accessing the user's profile in Jive, locating and deleting the existing external identity, and asking the user to log in again to obtain a new external identity from SAML.

FAQ

1. Will deleting the external identity affect the user's documents/posts?
   No, deleting the external identity will not have any impact on documents/posts attached to the user's account.
2. What causes the 'User not found in external identity table' error?
   This error occurs when Jive is unable to match the existing external identity stored inside Jive with the one coming from SAML.
3. Who can reset the external identity?
   The external identity can be reset by the admin team.