Some users getting error Encountered an error processing your request

[pdt7269]

Hello

We recently acquired a company and have onboarded the employees into our environment. Some. nut not all, of the users are running into the following error went connecting to Concur via SSO: 

Sorry, something went wrong. We encountered an error processing your request. Please contact your compnay administrator or helpdesk. 

Please provide the following Id to support: c12263e022cf9babbc547b6028621351

We have the concur app configured in Azure Enterprise Apps for SSO and SSO is working fine. The affected users are getting this error once they've passed the SSO login and have successfully connected to the concur app. the Azure Concur signin logs also show a successful login. Cannot find any errors or misspellings in their concur accounts. 

Anyone know what support id "c12263e022cf9babbc547b6028621351"? 

thank you.

[KevinD]

@pdt7269 did this issue clear up?

[pdt7269]

This has not been resolved. I am unable to find why/how it is grabbing the incorrect credentials after performing the SSO portion of the login. 

[abusuffian]

Sorry, something went wrong.
We encountered an error processing your request. If the issue persists, please contact your Company Administrator or Help Desk with correlation_id bbb7c17790f1e5e2b39d686219d12a71 for additional help

How to fix this issue as soon as possible?

[kberwin]

@pdt7269 was this resolved? We have a guest user getting this same error.

[leedau]

@kberwin I would recommend that an Authorized Support Contact submit a support request in the SAP Concur SUpport Portal with the support id, impacted user, screenshot of the error and date/time the error occurred. 

[pdt7269]

Hello,

Yes, I was able to resolve. The email address in the Email Address field for the user in active directory did not match the email address that was assigned in Concur. Once the concur email address was changed to match the email address assigned in AD, the issue went away and users were able to SSO.