Troubleshooting Sign In Issues

There are several possible reasons you might not be able to sign in to KaiNexus. This article explains the most common causes and provides steps you can take to fix the issue.

Common issues include: 

• No KaiNexus Account
• Expired activation email link
• Inactive User Type
• Incorrect Login Credentials
• Forgotten Password
• Forgotten Username
• Account locked due to multiple sign in attempts
• Single Sign-On (SSO) Error

No KaiNexus Account

Before you can sign into KaiNexus, administrators from your organization must create your account, granting you access to the system. KaiNexus accounts usually have your email address associated with them.

• If an account has been made with your email address, you will receive an email notifying you of your new account.
• If a KaiNexus account has been made for you without an email address associated with it, an administrator from your organization will need to set a temporary password for you to sign in with. 

If you have not received an email from KaiNexus informing you of your new account and if you have not received a username and password to sign in with from within your organization, then you may not have a KaiNexus account created yet. 

To request a new account, select Can't access your account? on the KaiNexus login screen.

• Then select Request Account on the resulting window.
  
• This will allow you to enter your information and send an account request to the KaiNexus administrators within your organization. 

If you need help confirming whether you have a KaiNexus account or want to know who you should contact within your organization for an account, then feel free to submit a KaiNexus Support ticket. 

Activation Email Link Expired 

When your KaiNexus account is created using your email address and your organization is ready for you to sign in, you’ll receive an activation email.

However, the email's activation link can only be clicked once, and it expires after 7 days. If you've lost the email or the link has expired, you should request a new activation email.

To request a new activation email: 

• Select Can't access your account? on the KaiNexus login screen.
• Select Activate Account via Email.
  

Inactive User Type

Every user in KaiNexus has a User Type that impacts your experience logging into the system. KaiNexus offers seven User Types that you can read about in this article. 

Offline, Setup, and Inactive Users are unable to log into KaiNexus. If your KaiNexus account is assigned one of these User Types, then your log in attempt will fail and result in following error message:

If you receive this error message, contact a KaiNexus administrator from your organization for assistance. They will change your User Type to the appropriate one to help you sign in.

Incorrect Login Credentials

If you are receiving an "Invalid username or password" error message, but you are confident you remember your username and password, double-check your credentials are correct by following these steps: 

• Make sure you didn't make any typos while entering your username and password.
• Ensure you are entering your username, not the email address associated with your KaiNexus account, into the username field. 
• If you are using saved passwords or autofill via a password manager, try typing your credentials manually.

Forgotten Password

If you cannot remember your password or receive the following error message, then we recommend resetting your password.

To reset your password, select Can't access your account? on the KaiNexus sign in screen. 

• If you have an email address associated with your KaiNexus account, select Reset Password via Email on the resulting window. 
  
  
  • In the resulting window, enter your username or email address associated with your KaiNexus account. 
  • Select Reset Password. A password reset link will be sent to the email address associated with your KaiNexus account. 
  • Follow the password reset link and then try signing in to KaiNexus with the new password. Keep in mind that this link will be valid for 7 days and can only be clicked once. 
• If you do not have an email address associated with your KaiNexus account and have forgotten your password, then select Contact Account Support to get in touch with an administrator within your organization who can manually reset your password. 
   
  • In the resulting window, fill out the Account Support form with your name and username. Leave a comment stating that you need a password reset. 

Forgotten Username

If you do not know your KaiNexus username or receive the following error message while attempting to sign in to KaiNexus with the correct password, then you will need to reach out to one of the KaiNexus administrators within your organization to obtain your username.

To submit a request to one of your organization's internal administrators, select Can't access your account? on the KaiNexus sign in screen.

 

• Then select Contact Account Support. 
  
• In the resulting window, fill out the Account Support form with your name and any other pertinent information that could help identify your account. Add a comment that you have forgotten your username. 

For security reasons, KaiNexus Support will not be able to change or provide your username, but if you need any assistance finding help within your organization, we are happy to point you in the right direction. 

Account Locked Due to Invalid Sign In Attempts

After 5 failed sign in attempts your account will be locked, and you'll need to reset your password to regain access. 

• If you have an email address associated with your KaiNexus account, you can reset your password via email.
• If you don't have an associated email address, you will need to reach out to an Administrator in your organization. If you don't know who your Administrators are, reach out to our support team for help.

Sign Sign-On (SSO) Issue

If your organization uses Single Sign-On (SSO), you don't need to enter a password to sign in. When you navigate to KaiNexus, you’ll either be signed in automatically if you’re already logged into your organization’s internal system, or redirected to that system’s sign-in page if you’re not. 

This makes the sign-in process simple and seamless. However, if you experience an issue, it’s usually caused by one of two common problems:

• Your KaiNexus username uses the wrong format
• You are not assigned to KaiNexus in your organization's internal system

 

KaiNexus username is the wrong format

During SSO authentication, your organization’s identity provider (IdP) sends an authentication response to KaiNexus that includes your NameID, which identifies you as a user. Most organizations configure this NameID to match your work email address, which also serves as your KaiNexus username.

If the NameID sent from your IdP doesn’t match the username in your KaiNexus profile, you’ll encounter the following error:

 

 

In this scenario, we recommend reaching out to your admin or IT team to confirm that the NameID being passed from your IdP matches your KaiNexus username. If your credentials do not match, your team will have to update your KaiNexus username to resolve the issue. 

User is not assigned to KaiNexus

For SSO authentication to succeed, your account must be properly provisioned and assigned to KaiNexus in your organization’s identity provider (IdP). If your account isn’t assigned correctly, you may receive an error from your IdP stating that you do not have access to the application.

In this scenario, you'll need to contact your internal IT team and ask them to assign you access to KaiNexus. Once that’s done, you should be able to sign in successfully.

Submit a Support Ticket

If you have followed the steps in this support article and are still unable to sign in to KaiNexus, submit a ticket to our Support Team for further assistance. 

Recommended Reading

• Single Sign-On (SSO)
• Sign in to KaiNexus