Help Guide to Using Single Sign-On (SSO)

Click on any of the error message shown below to go to the solution:

 


One-Factor Authentication (1FA) Login

1.       The page has timed out. Please re-enter credentials to login again.

2.       Authentication failed. You have used an invalid user name or password.

3.       Account Locked.

Second-Factor Authentication (2FA) Login

4.       Wrong or expired OTP was entered. Please re-enter.

5.       2FA account locked.

Change Password

6.       Password should be a minimum 8 characters, and MUST consist of AT LEAST 1 lowercase alphabet(a-z), 1 uppercase alphabet(A-Z),1 digit (0-9) and 1 special character (!@#$%^&*).

7.       Verification Failed.

8.       Previously used password prohibited.

Others

9.       You are already logged in from another client or you did not logout properly from your previous session. Click OK to continue your new login and terminate the previous login.

10.       We are unable to process your request at the moment. Do ensure that the URL you are accessing is valid. Please try again later or contact your IT helpdesk.

11.       Login Successful, but not redirected properly. Please re-enter the URL that you want to access (Error 0x38cf05e7).

12.       Invalid SSO user name or password (Error 0x13212072).

13.       SSO system may be unavailable. Please contact IT helpdesk (Error 0x38b9a4b1).

14.       The system may not be available. Please contact IT helpdesk (Error 0x38cf0432).

15.       The requested page may not be valid or available. Please contact IT helpdesk (Error 0x38cf04c6, 0x38cf04d7).

16.       The user does not have permissions to access the requested resource (Error 0x38cf0427).

17.       Service unavailable.

18.       Unable to process your requested page.

19.       The application may not be available. Please contact IT helpdesk (Error 0x38cf04d3).

 

Error Message

Possible Causes

Solution

One-Factor Authentication (1FA) Login

 

 

1.      The page has timed out. Please re-enter credentials to login again.

 

The login page is idled for too long.

Please re-enter user credentials and login again.

 

 

 

 

 

 

 

 

 

 

 

 

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Error Message

Possible Causes

Solution

One-Factor Authentication (1FA) Login

 

 

2.      Authentication failed. You have used an invalid user name or password.

 

 

You might have entered an invalid user name or password or your account does not exist.

1.      Enter valid username and password.

2.      Or please contact IT helpdesk for further assistance.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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Error Message

Possible Causes

Solution

One-Factor Authentication (1FA) Login

 

 

3.      Account Locked.

 

You have exceeded the maximum number of attempts to enter a valid password for 3 or more times.

Please click on the “Forgot password/Account Locked?” link on SSO login page to reset your password.

 

 

 

 

 

 

 

 

 

 

 

 

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Error Message

Possible Causes

Solution

Second-Factor Authentication (2FA) Login

 

 

4.      Wrong One Time Password (OTP) has been entered.

 

 

You might have entered the wrong One Time Password (OTP), or not of valid length 6 digits, or the OTP password has expired after 100 seconds.

Please enter the correct OTP within the valid time or trigger re-send of OTP.

 

 

 

 

 

 

 

 

 

 

 

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Error Message

Possible Causes

Solution

Second-Factor Authentication (2FA) Login

 

 

5.      2FA account locked.

 

You have exceeded the maximum number of attempts to enter a valid 2FA One Time Password (OTP) for 3 or more times.

Contact IT helpdesk for further assistance.

 

 

 

 

 

 

 

 

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Error Message

Possible Causes

Solution

Change password

 

 

6.      Password should be a minimum 8 characters, and MUST consist of AT LEAST 1 lowercase alphabet (a-z), 1 uppercase alphabet (A-Z), 1 digit (0-9) and 1 special character (!@#$%^&*).

 

 

The new password entered did not adhere to GEL Password policy.

Enter at least an 8 character length password consisting of at least 1 uppercase alphabet (A-Z), 1 lowercase alphabet (a-z), 1 digit (0-9) and 1 special character (!@#$%^&*).

 

 

 

 

 

 

 

 

 

 

 

 

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Error Message

Possible Causes

Solution

Change password

 

 

7.      Verification Failed.

 

Your old password entered is invalid therefore the system is unable to change password.

Enter correct old password.

 

 

 

 

 

 

 

 

 

 

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Error Message

Possible Causes

Solution

Change password

 

 

8.      Previously used password prohibited.

 

Passwords cannot be changed to last 10 previously used passwords.

Use a new password that is not used before.

 

 

 

 

 

 

 

 

 

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Error Message

Possible Causes

Solution

Others

 

 

9.  You are already logged in from another client or you did not logout properly from your previous session. Click OK to continue your new login and terminate the previous login.

 

Your account is currently being used to login to SSO applications via another web browser client.  Or you might not have logout properly from previous session via the logout button.

1.      Please be reminded to perform a proper SSO logout by clicking the “logout” button on LifeHub application.

2.      If this is your first time logging in and seeing this message, please contact IT helpdesk for assistance.

 

 

 

 

 

 

 

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Error Message

Possible Causes

Solution

Others

 

 

10.  We are unable to process your request at the moment. Do ensure that the URL you are accessing is valid. Please try again later or contact your IT helpdesk.

 

 

You could have keyed in an invalid URL or the page is undergoing maintenance work.

1.      Enter correct URL.

2.      Wait a while and try again.

3.      If you are still facing issues, please contact IT helpdesk for further assistance.

 

 

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Error Message

Possible Causes

Solution

Others

 

 

11.  Login Successful, but not redirected properly. Please re-enter the URL that you want to access (Error 0x38cf05e7).

 

You may not have entered a valid URL or the URL which you have bookmarked is invalid.

1.      You need to enter a valid URL.

2.      Check if your bookmarked URL is correct.

3.      Contact IT helpdesk for further assistance.

 

 

 

 

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Error Message

Possible Causes

Solution

Others

 

 

12.  Invalid SSO user name or password (Error 0x13212072).

 

You might not be a registered user or your account has been suspended.

Contact IT helpdesk for further assistance.

 

 

 

 

 

 

 

 

 

 

 

 

 

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Error Message

Possible Causes

Solution

Others

 

 

13.  SSO system may be unavailable. Please contact IT helpdesk (Error 0x38b9a4b1).

 

 

 

SSO system may be unavailable.

Contact IT helpdesk for further assistance.

 

 

 

 

 

 

 

 

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Error Message

Possible Causes

Solution

Others

 

 

14.  The system may not be available. Please contact IT helpdesk (Error 0x38cf0432).

 

SSO system may be unavailable.

Contact IT helpdesk for further assistance.

 

 

 

 

 

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Error Message

Possible Causes

Solution

Others

 

 

15.  The requested page may not be valid or available. Please contact IT helpdesk (Error 0x38cf04c6, 0x38cf04d7).

 

The application may be unavailable.

Contact IT helpdesk for further assistance.

 

 

 

 

 

 

 

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- have at least
s

Error Message

Possible Causes

Solution

Others

 

 

16.  The user does not have permissions to access the requested resource (Error 0x38cf0427).

 

You have logged in successfully, but you may not have the access rights to view the targeted URL.

Contact IT helpdesk for further assistance.

 

 

 

 

 

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Error Message

Possible Causes

Solution

 

Others

 

 

 

17.  Service unavailable.

 

SSO system may be unavailable.

Contact IT helpdesk for further assistance.

 

 

 

 

 

 

 

 

 

 

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Error Message

Possible Causes

Solution

Others

 

 

18.  Unable to process your requested page.

 

The SSO login page maybe unavailable.

 

Contact IT helpdesk for further assistance.

 

 

 

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Error Message

Possible Causes

Solution

Others

 

 

19.  The application may not be available. Please contact IT helpdesk (Error 0x38cf04d3).

The application may be unavailable or undergoing maintenance.

Contact IT helpdesk for further assistance.

 

 

 

 

 

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