Users are getting the authentication error "Reach out to the institution admin and provide the following information"

Symptom

• You use a Single Sign-On authentication system and users are getting the error when attempting to log in to the Tipasa or WMS patron user portal:
  "Authentication error
  Reach out to the institution admin and provide the following information:
  Institution Registry ID: [xxxxx]
  Institution Symbol: [xxx]"
• The error message could also say "Authentication Error. Reach out to the institution admin to verify your credentials have been enabled."
• You may also be getting an error when trying to log into the staff side of Tipasa/WMS - "An error has occurred. Please try again later or contact support."

Applies to

• Tipasa
• WorldCat Discovery
• WorldShare Management Services (WMS)
• WorldShare Admin

Resolution

This error indicates a problem with your authentication. If all users are experiencing the same error, check with your IT staff to see if they have recently updated a certificate. If so, send OCLC Support your new certificate so it can be loaded. If your current certificate is going to expire soon, send both your current certificate and your new certificate so both can be loaded.

If the error is only affecting some users, it's possible that their information needs to be added via patron load. Or, there might be typos or incorrect information on the user's account. Contact your IT staff or whoever handles patron load at your institution.

If the user information was loaded correctly via patron load but the user(s) are still getting the error, contact OCLC Support with a screenshot of the error and the names and email addresses of the affected users. Please also send the name and email address of a user who is not affected so the accounts can be compared.