Single user automatically redirecting to logout page

[matt_staples]

We have a single user who for unknown reasons is unable to log into our ServiceNow live instance. When the user logs in through our simplesaml login portal it accepts his details and then redirects him to lboro.service-now,com/logout_redirect.php and then immediately redirects him to our simplsaml logout page. There are no error messages that occur and the whole thing happens instantaneously. .

This only happens with this single user. I've tested his account on my computer and the same issue occurs so it only seems to be his account. His account is active in ServiceNow and I'm able to impersonate it through my admin account without issue.

Not entirely sure where to start with troubleshooting this. I've checked our login rules and UI scripts but could find nothing that would suggest why this is happening. The user is just a customer filling out a form in the Services and has no roles within ServiceNow (other users without roles are able to sign in without any issue).

Can anyone assist? Thanks in advance.

[lenna_blaser]

Having a similar issue with two users in our environment. Any ideas or solutions?

[shill]

Ours ended up being an email change for the user causing a mismatch between it and AD.
Our SSO finds the user based on the email address.

[lenna_blaser]

How did you solve? We have two users who have an email address that has an alias for their user id. Did you change where the SSO pointed to? 

[Steven Chaparro]

Something very similar happened to me after we started using the Single Sign On With Azure AD. In my case, if the user's account trying to login is locked and/or disabled then it will redirect to the logout page. Going to the user profile and removing the lock/disabled check-boxes fixed my issue.

[lenna_blaser]

Thanks!