Who is this article for?

Administrators responsible for user management.

Administrator permissions are required to resolve the issue.

When opening the desktop application and logging in with Single Sign-On (SSO), a user may see the error message:  “A valid user could not be found matching the identity user@domain.com".

 This article explains why the error occurs and how to resolve it.

1. Issue

When you open the application, it checks the user's network username against its user database. If the username isn't found as an active Identity, they will see “You are not authorized to use this application.”.

Clicking "More details" will show: "A valid user could not be found matching the identity user@domain.com".

This means the application launched and connected to the server successfully, but an active identity was not found.

2. Solution

To resolve the issue, the application administrator (you) should:

1. Go to the Staff screen (or Contacts screen for contacts).
2. Search for the user.
   If you can't find them, change the filter to show all users (not just active ones).
3. Confirm the scenario:
   • User doesn't exist.  Solution: add them as a new user and create an identity for them.
   • User exists with an inactive identity.  Solution:  make the identity active.
   • User exists without an identity.  Solution:  add an Identity for them.

Once the identity has been added and activated, the user should be able to log in without encountering the error.