Troubleshooting: 'Authorized User Not Found' Error During SessionGuardian Login

Version Affected: All versions
 
 

Overview

When attempting to log in, you may see an Authorized user not Found error. This is caused by a facial recognition issue, not an incorrect username or password.

Cause

This error occurs when SessionGuardian cannot successfully match your face to your registered profile photo. This is usually caused by one of the following: the registered profile photo does not meet recognition requirements, poor lighting or a busy background during the photo or login attempt, or an issue with your device's webcam.

Resolution:

Start by checking your registered profile photo, then try the steps below:

1. Confirm your registered profile photo is clear and recognizable. If it looks correct, continue to the next steps below.
2. Make sure you are in a well-lit room with a plain background, with no light sources (such as windows or lamps) behind you.
3. Test your webcam using a site such as Webcam Test to confirm it is working correctly.
4. Try the face recognition step again in SessionGuardian.
5. If the error still occurs, or if your registered photo is unclear or does not meet requirements, contact your Helpdesk to have your photo cleared so you can retake it. When relaunching SessionGuardian to take the new photo, try to match your head to the outline shown on screen, remain still during capture, and use a plain background with no light sources behind you.
6. If the issue persists after retaking your photo, contact your Helpdesk for further assistance.

Special Considerations

Make sure your webcam is functioning correctly and is not obstructed by a privacy cover or in use by another application at the same time.


 

SecureAuth Knowledge Base Articles provide information based on specific use cases and may not apply to all appliances or configurations. Be advised that these instructions could cause harm to the environment if not followed correctly or if they do not apply to the current use case.

Customers are responsible for their own due diligence prior to utilizing this information and agree that SecureAuth is not liable for any issues caused by misconfiguration directly or indirectly related to SecureAuth products.