Sign-In Does Not Complete

Diagnosis

Scenario

A local or Microsoft Entra ID sign-in attempt does not create a usable session.

Observed Behavior

The login page rejects the request, returns an identity-provider error, reports insufficient session capacity, or returns to the login page.

Possible Causes

The displayed message can indicate incorrect credentials, a client/server clock mismatch, an identity-provider problem, unavailable user license capacity, an expired or administrator-closed session, a deleted account, or loss of the client-to-server path. Match both the error title and message body before choosing a check.

Prerequisites

Have the supplied hi server address, your account identity, and the complete displayed message available.
Account checks require a hi administrator. Microsoft Entra ID checks also require the identity administrator.
License and session checks require an administrator with access to the relevant licensing and user workspaces.

Resolution

User: Record both the error title and complete message body, and whether you used local or Microsoft Entra ID sign-in. Match the message against the Sign-In Errors table in Sign In to hi.
If the hi address is unreachable or the message reports Cannot connect, ask the network or hi administrator to investigate client-to-server reachability. Do not change account or license settings to address an unreachable server.
If the message says your device's time differs from the hi server by more than five minutes, correct your device's system time or contact the system administrator. Do not change cluster clocks to diagnose this client-side message.
If the message reports incorrect credentials, check the account identity and ask the hi administrator to verify the account state using Manage Users. Do not include your password in a support request.
If Microsoft Entra ID returns an identity-provider error, record the hi message and any error code that the Microsoft sign-in page shows. Follow Microsoft Entra ID Sign-In Does Not Complete to check the Entra ID entitlement, setting, and user-license capacity.
If all available user licenses are in use, ask the administrator to review active sessions using Manage Users and the hiUser datasheet. Do not end another operator's session without checking its operational use.
If the message says your session expired, sign in again. If an administrator closed your session, check with that administrator before retrying. If your user was deleted, contact the hi administrator rather than repeatedly attempting sign-in. See Session Behavior.
For an unexpected error, an unexplained return to the sign-in page, or a symptom that persists after the matching checks, contact Riedel Customer Success through Customer Support. Include the complete message, event time, authentication method, and any identity-service correlation information.

Verify the Result

Confirm that the expected account reaches an authorized page and that the session remains active.

See Sign In to hi for sign-in messages and session behavior.