Introduction

We've outlined some common solutions to help get you back on track with logging in to Silo. In most cases, your organization's Silo Administrator or IT Help Desk will be the best resource to assist with log in issues. 

In compliance with Authentic8's Security policy, please be advised that the Authentic8 Support team is prohibited from managing customer accounts (e.g., PIN reset, Temporary Password, Account Permissions). However, the Silo Administrator for your organization is well-equipped to guide you through any necessary steps



Common Issues

  • Can't Remember Username or PIN 
  • No Temporary password
  • Locked Accounts
  • SAML Authentication Failure
  • SSO Token Not Received



Can't Remember Username or PIN

Silo will consistently prompt for a PIN even when invalid credentials (username or email address) are submitted. This is a security measure designed to help deter unauthorized access.

Please ensure that the correct Silo username and PIN are being entered.

If you don't know your Silo username or PIN, please contact your organization's Silo Administrator for assistance with retrieving your account information, or to re-establish your Silo account




No Temporary Password

The Temporary Password is presented to the respective Silo Administrator(s) during the account creation process, or within the Silo Admin Console after the account has been created

Please contact your organization's Silo Administrator for assistance with obtaining the Temporary Password for your account




Important: Authentic8 does not send a confirmation email at any point during the account creation process



Locked Accounts

Silo accounts are automatically locked after consecutive log in failures. Please contact the Silo Administrator for your organization for assistance with getting your account unlocked




Please refer to our PIN Reset guideline for more information



SAML Authentication Failure

If your organization uses SAML SSO authentication, a valid SAML assertion is required for a successful authentication. However, issues may arise if the SAML signature has expired, or somehow fails verification

Please reach out to the Silo Administrator for your organization to review the SAML SSO configuration on the Identity Provider (IdP) endpoint




More information on the No SAML Signature error



SSO Token Not Received

Occasionally, the SAML SSO authentication process may time out if the handshake fails to complete within 60 seconds. If this occurs, you can opt to access your account via PIN authentication, or restart the Silo client to try again




Important: This behavior is not exclusive to SAML SSO authentication, as the same message is displayed for PIN authentication when no action is taken within 60 seconds



Please contact Support for any additional questions