Quick Answer
An "Access Denied" error immediately upon login is often caused by a bookmarked or saved link pointing directly to a specific content asset that has since been sunset or is no longer shared, rather than a problem with your login credentials.
What This Article Helps With
This article is for users and administrators who see an "Access Denied" error immediately upon logging in to Pinnacle Series using a saved bookmark, desktop shortcut, or previously used link.
Symptoms
Attempting to log in through a saved bookmark, desktop shortcut, or previously used link immediately results in an "Access Denied" error.
Cause
This can occur when the link being used points directly to a specific content asset - rather than to the standard login page - and that asset has since been sunset or is no longer shared via the Library's sharing settings. "Access Denied" is also the standard page Pinnacle Series displays for several other, unrelated situations, including a login ID that does not match any tenant account, a non-email login ID linked to multiple accounts, and a lack of permission for a specific page. A stale content link is one possible cause of this error, not the only one.
Resolution
- Check how you are navigating to the platform - for example, via a saved bookmark, a desktop shortcut, or a typed URL.
- Confirm whether the link points directly to a specific content asset rather than to the standard login page.
- Navigate to Pinnacle Series using the standard, base login URL instead of the bookmarked link.
- Update any saved bookmarks or shortcuts to the standard login URL to prevent the error from recurring.
Confirm you can now log in successfully using the standard login URL. If the error continues, the cause may be one of the other situations described above rather than a stale content link - log a support ticket for further assistance.