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Accessing the Pinnacle Series platform

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Unable to log in to Pinnacle Series

Eagle Point Software Knowledge Base

Quick Answer

Users who cannot sign in to Pinnacle Series with a password while Single Sign-On (SSO) is enabled need a Pinnacle Series Administrator to select Exclude User from SSO for their user account in the Pinnacle Series Administration (Browser) Portal.

What This Article Helps With

This article explains how to resolve Pinnacle Series sign-in failures when a user must enter a password, and how to address sign-in problems when Multi-Factor Authentication (MFA) is enabled in the environment. The steps are performed by a Pinnacle Series Administrator, and they apply to all users who cannot sign in to Pinnacle Series.

What You Might See

  • The user is unable to sign in to Pinnacle Series with the password they entered.
  • The user is unable to sign in to Pinnacle Series after Multi-Factor Authentication (MFA) is enabled in the environment.

How to Fix It

If a password is required to sign in and SSO is enabled:

  1. Open the Peak Experience Administration (Browser) Portal.

    Peak Experience Administration (Browser) Portal
  2. Open Users.
  3. Search for the user in the search navigation box.
  4. Select the checkbox next to the user's display name.

  5. Select the pencil icon to edit the user.

    Edit user view in the Peak Experience Administration (Browser) Portal

  6. Select Exclude User from SSO.

    Exclude User from SSO option for a user
  7. Select the submit button.
  8. Verify the fix by asking the user to sign in to Pinnacle Series again with their password.

If Multi-Factor Authentication (MFA) is enabled in your environment:

  1. Check for any MFA changes in your environment that may be preventing the user from signing in to Pinnacle Series.

  2. Ask your Pinnacle Series Administrator to exclude the user from SSO by following the steps in the first scenario above.

    Single Sign-On setting in Pinnacle Series
  3. Verify the fix by asking the user to sign in to Pinnacle Series again.

Helpful Tips

Common Questions

Why can't my user sign in with the correct password?

The user may have entered an incorrect password, or the password may not match the user's Active Directory password.

Does a user need a password if SSO is enabled?

If Single Sign-On (SSO) is enabled for your organization's Pinnacle Series platform, a password is not needed to sign in. If a password is required, an Administrator must exclude the user from SSO.

Does Pinnacle Series support Multi-Factor Authentication (MFA)?

Pinnacle Series does not support Multi-Factor Authentication (MFA) at this time.

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