Troubleshooting Access Issues with the OSIsoft Customer Portal: Post-SSO Migration Guidance

One common support request we encounter is users facing difficulties accessing the OSIsoft Customer Portal, especially after recent changes to authentication systems. If you suddenly see the message, "You do not have access to this page" when trying to log in, you're not alone—this can often be linked to the migration to Single Sign-On (SSO) from the legacy PI Square platform.

Why Access Issues Occur After SSO Migration

OSIsoft (now part of AVEVA) continually updates its systems to enhance security and usability. The migration to a modern SSO platform is intended to streamline user management and provide a more integrated experience across services. However, such major migrations can sometimes cause access issues if your user details or permissions haven't transitioned correctly.

What You Can Do

If you're unable to access the Customer Portal following these changes, here's what you should do:

1. Contact OSIsoft Customer Service: Send an email to CustomerService@osisoft.com explaining the issue.

2. Include Helpful Details:

   • Company Name: The name of the organization you work for.
   • Site Location: The specific site or office location, if applicable.
   • Admin Contact: The name and email of your site's administrator (if known). This helps OSIsoft verify your account and permissions.
   • Your Work Email: Be sure to use your official company email address for correspondence.

3. Describe Your Issue: Mention clearly that you are receiving the "You do not have access to this page" message after the SSO migration. If you previously had access, state that as well.

What to Expect Next

The OSIsoft support team will use the information you provide to investigate the problem. Most of the time, these issues are related to permissions that must be adjusted in their new system. You can usually expect a response within 1-2 business days.

Final Tips

• Double-check that you are logging in with the correct credentials linked to your organization.
• If multiple users from your company face the same issue, coordinate with your IT administrator—they may need to act as a liaison with OSIsoft.

Remember: Access transitions following major system migrations are common, and the OSIsoft Customer Service team is well-equipped to resolve them promptly if you provide the necessary information.

If you're looking for more tips on managing access and authentication within the OSIsoft ecosystem, stay tuned for more blog posts on user management, security best practices, and troubleshooting.