Troubleshooting

We understand that account and identity issues can be frustrating. This page provides solutions to common problems you may encounter when logging in or managing your account.

HTTP error codes

STACKIT returns standard HTTP status codes to indicate issues. Here are some common ones and their meanings:

• 400 Bad request: Your request did not meet the payload requirements. Check if any fields cause inconsistencies, such as a blocked email address domain, a very complex filtering expression, or if the limit of expressions was reached.
• 401 Unauthorized: You did not provide an authentication method, or the provided method is invalid.
• 403 Forbidden: There was an issue with the authorization for the action you requested.
• 404 Not found: This error indicates that the requested resource could not be found. It can happen if you try to access a page that doesn’t exist, or if you use an outdated link.
• 409 Conflict: The resource you submitted conflicts with existing resources.
• 429 Too many requests: You triggered the rate limit. Reduce your request rate, or contact STACKIT IAM support to request an increase in your limit.
• 500 Internal Server Error: This is a general error message that indicates an unexpected issue on the server side.

For provisioning errors, these codes are accompanied by a more detailed message in the error’s detail and scimType fields.

Handle 400 Bad request error

A 400 Bad request error always indicates a problem with the structure or semantic data of your request payload. Common causes include:

• A blocked email address domain.
• A filtering expression that is too complex.
• Reaching the limit for expressions in a request.

Review your request payload carefully to ensure it meets all requirements.

Handle 403 Forbidden error

A 403 Forbidden error shows that you can’t access a resource because you don’t have the right permissions. This is an authorization issue.

To fix this, follow the steps that apply to your situation.

Troubleshoot provisioning errors

• Verify your token. Make sure your authentication token is valid. You can check its status by calling the SCIM GET /Users endpoint. If you’re confident the token is valid (for example, if other requests in your logs are successful), you can skip this step or create a new token. The token for provisioning needs the scim.read and scim.write scopes.

• Check your email authorization. If you’re changing a resource, ensure the email address you’re using is authorized. Verify that it has the same domain as the one in your Single Sign-On (SSO) setup. If the domains don’t match, submit a support ticket to request authorization for those email domains.

Troubleshoot dashboard access

If you’re getting a 403 Forbidden error when trying to access the dashboard and you’re sure the URL is correct, follow these steps based on your role.

• Project owner: If you own the project and were the first user added to the project.
  1. Go to the permissions page of your project.
  2. Select the Member role.
  3. Assign yourself to the role.
  4. (Optional) Remove yourself from the role again.
  5. You should now have access to the dashboard.
• Project member: If you are a project member and someone else is the owner of the project, inform your Project Owner. They need to do the following steps.
  1. Go to the permissions page of the project.
  2. Select the role the user without access invokes (e.g., “Member”).
  3. Remove the designated user from the role.
  4. Reassign the user to the role again.
  5. The user should now have access to the dashboard.

Handle 404 Not found error

The 404 Not found error indicates that the requested resource could not be found, which can happen for a couple of reasons. If you get this error when trying to log in, you likely used an outdated link.

1. Check the URL: A 404 error can happen when you try to access a service dashboard that doesn’t exist. Double-check that you’re using the correct URL for the dashboard.
2. Outdated bookmark: Your bookmark might be pointing to an old Identity Provider (IdP) URL, such as https://auth.01.idp.eu01.stackit.cloud/login. To fix this, update your bookmark to the correct URL: https://portal.stackit.cloud.
3. Check the status page: We may be dealing with an incident. It is always a good idea to check the STACKIT Status page to see if there is an ongoing incident.

If these possibilities don’t solve your issue, create a support ticket in our STACKIT Help Center for further assistance.

Handle 500 Internal server error

If you receive a 500 Internal server error, open a ticket within the STACKIT Help Center.

Provide all relevant details, including error codes, messages, and steps to reproduce the issue.

Incorrect username or password

If your login credentials aren’t working, check for the following common mistakes.

• Typo: Double-check your username and password for typos.
• Caps lock: Make sure that the Caps Lock key isn’t on.

Browser compatibility

If you’re experiencing syntax errors, rendering issues, or stale content, confirm you’re using a supported browser and try clearing your browser’s cache and cookies.

• Supported browsers: Use a supported browser like the latest version of Chrome, Firefox, Safari, or Edge.
• Clear cache and cookies: If issues persist, clear your browser’s cache and cookies.

Multi-factor authentication (MFA) issues

Below are some common issues and solutions related to multi-factor authentication.

For non-federated users (authenticator app)

• Authenticator app synchronization: Make sure your mobile device or security token is working correctly. If the codes aren’t working, you may need to resynchronize your authenticator app.

For non-federated users (email verification)

• Check your email and spam folder: Ensure you can access your email account and check your spam folder for the verification code.
• Resend the code: If you don’t receive an email, select Resend code to request a new one. Remember that only the latest code sent is valid.

For federated users

• Authenticator app functionality: Ensure your mobile device or security token is working properly. If necessary, resynchronize your authenticator app.

QR code not working (authenticator app enrollment)

If the QR code for enrolling your authenticator app isn’t working, you can manually enter a secret key.

• Use the secret key: On the screen showing the QR code, select your secret key.
• Add account manually: Open your authenticator app and choose the option to add an account with a secret code. Enter the provided key to finish the enrollment.

Invalid code (MFA enrollment)

• Code expiration: Each code is only valid for a short time.
• Generate a new code:
  • Authenticator app: Generate a new code in your authenticator app and try again.
  • Email: Click Resend code to get a new one. The previous code will no longer work.

Email with code not received

• Check your email and spam folder: First, ensure you have access to your email account and check the spam folder for the code.
• Resend the code: If the email isn’t there, select Resend code to get a new email. Remember that only the latest code is valid.