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KentWalker-2854 avatar image
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KentWalker-2854 asked KentWalker-2854 commented

After change password: "Sorry, but we're having trouble signing you in"

This error ("Sorry, but we're having trouble signing you in") is coming up for clients, who have just reset their password upon first login, within one of our B2C directories.

The error message also has the following info:
Correlation ID: 87f612fe-58b0-85cd-ac324cb2a9bb
Timestamp: 2022-04-26 23:46:13Z
AADB2C: An exception has occurred

We sent out the login details to a bulk set of users with the option set for them to change their password upon first login. While the error message appears after they change their password, it does actually change the password. If they close their browser, or app, and try to log in with the new password, it works. It doesn't happen for every user.

Has anyone had this happen in their tenant and can provide some help, please?

thanks.

k

azure-ad-b2c
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MarileeTurscak-MSFT avatar image MarileeTurscak-MSFT ·

Hi @KentWalker-2854,

I understand that you are having issues with B2C login for users who have reset their passwords after first login, and are receiving the error, "Sorry, but we're having trouble signing you in" and "An exception has occurred." If you want to what the specific exception is, you follow the instructions to set up Application Insights and check the logs.
https://docs.microsoft.com/en-us/azure/active-directory-b2c/troubleshoot-with-application-insights?pivots=b2c-custom-policy

Since you mention that is related to password reset, can you share your full user journey and confirm if the error goes away if you remove the embedded forgot password part and see if it works?

I would also check the troubleshooting steps here for that specific error in b2c.


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KentWalker-2854 avatar image KentWalker-2854 MarileeTurscak-MSFT ·

Thank you for your response. Some more information:
- The user has never logged on before. This is their first time, and their B2C user account has the flag set for them to change their password on first login
- The user can change their password. After doing so, some users get the aforementioned error.
- If the user closes the browser, or goes to the application, SSO works and they are not impacted in any way. their new password works.
- This does not apply to all users. Only some.

The link to the specific error is interesting, however, how would i modify the web.config file for a custom IEF user authentication flow?

Thanks
Kent.

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