Known Issue: Docrio Authentication Failed

Product and Version Impacted

  • Docrio
  • All Versions

Issue Summary

We’ve confirmed an issue reported by Docrio users concerning an error message that they receive while using the application. Users have reported receiving a “User Authentication Failed” error when attempting to access items uploaded via Docrio. An example of this error message can be found below.

Screen_Shot_2021-07-19_at_1.49.19_PM.png

Cause

This issue is caused when a user does not initially click “Allow” when prompted to do so during Docrio setup. The workaround steps below will help impacted users to generate this prompt again in order to make the correct selection. 

Workaround

We have identified the following workaround to assist users who are experiencing this issue. 

  1. Log into your Litify org. 
  2. Click the Setup Cog at the top of the screen and click Setup.
  3. Using the Quick Find bar, search for and select Users.
  4. Select the user who is experiencing the issue.
  5. Scroll to OAuth Connected Apps.
    • Alternatively, you can click the quick link for this section at the top of the page.
      Annotation_on_2021-07-19_at_09-11-03.png
  6. Find Docrio Connected App and select "Revoke”.
    • There may be a number that appears at the end of “Docrio Connected App”.
      Annotation_on_2021-07-19_at_09-12-45.png
  7. Have the user experiencing this issue refresh their page and open a file uploaded via Docrio. 
  8. After doing so, they should be presented with a popup window asking them to Allow or Block the application. 
    Screen_Shot_2021-07-08_at_9.37.55_AM.png
  9. Click Allow.

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Litify Support Information

This workaround might not work for everyone. If you have walked through the steps above and are still having trouble, please don’t hesitate to contact Litify Support at support@litify.com (or Submit a Request). 

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