Upgraded Environment User Set-Up: Best Practices and Troubleshooting

We are aware that the unexpected hard cutover to the upgraded environment this week has been challenging for a number of users. Below are some Best Practices and Troubleshooting Tips which we hope will help if you or other users in your account have not yet been able to successfully accept your invitation and log in at the new URL: sso.app.staq.com.

For all users:

Log out of all products first. In the browser where you will open the Accept Invitation link, ensure that you are logged out of all Operative Products first.

Update Bookmarks. You will need to update all bookmarks to now point to sso.app.staq.com as the URL – if you attempt log into the legacy tool (app.staq.com) more than 5 times, it will lock your account in both applications, and it will need to be unlocked manually (please submit a support ticket) before you will be able to log into the SSO environment again also.

For users of Op1/AOS and STAQ:

Unfortunately, these tools will have conflicts for authentication within the same browser at the same time.

The best practice for now, to allow both to be open at once, is to use these tools in different browsers (ex: Chrome vs Internet Explorer). This will prevent any issues with the cookies of the two systems confusing each other.

Troubleshooting:

Unable to Set a Password Using Link: The quickest way to resolve this is to submit a support ticket, and if possible, please include a screenshot of the full page (including URL, error message, and timestamp), so that we can troubleshoot this as quickly as possible. We will likely simply generate a password for you to start with, and then you can change the password in the application once you’re logged in – this is often the quickest fix and we can take this forward once we have all the details.

Set Password Successfully, Now Unable to Login: We are seeing this most often when users set their password through the link, but return to their bookmarked app.staq.com page to login again. Please check to ensure that you are accessing the appropriate URL (sso.app.staq.com). If you enter your username/password combo into the legacy staq login page more than five times, you will be locked out of both tools. If you do receive a message that your account is locked, you can submit a support ticket to have it unlocked.

Cookies Need to be Cleared Message: If you are receiving messages regarding cookies needing to be cleared, you can try to clear them and/or open an incognito window and try from there. Typically this message indicates that another Operative product has been open within the same browser recently, which is why the tool is asking that cookies be cleared.

Redirect Message: If you are receiving messages regarding the number of redirects, this issue is actively under investigation, and you can reach out directly to me, we’ll probably try to get on a call to see this reproduced real-time so we can get to the bottom of it quickly.

We hope that this is helpful, please continue to log support tickets and/or reach out to your Account Management and Customer Support teams for help as needed.