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Login troubleshooting

  • Updated

🔔 Heads up: Our login page has a fresh new look!

We've updated the deskbird login page to improve security and streamline the experience. All available login options (e.g. email/password, Google, Microsoft, SSO) are now visible on the login screen. Your company's login policies are still enforced — if a user selects an option not configured for your org, the login won't proceed and they'll see an error. Advise users to use the correct method.

Use this article to troubleshoot login issues your users report across the web app, mobile app, and Microsoft Teams. It covers the most common causes and resolution steps.

  1. MS Teams app: blank or white screen
  2. Mobile app: SSO login failures
  3. Duplicate accounts
  4. Common error messages
  5. FAQ

1. MS Teams app: blank or white screen

If a user opens deskbird in Microsoft Teams and sees a blank or white screen instead of the app, ask them to try the following steps in order:

  1. Clear the Teams cache:
    • Close Microsoft Teams completely.
    • On Windows: open %appdata%\Microsoft\Teams and delete the contents of the Cache, blob_storage, databases, GPUcache, IndexedDB, and Local Storage folders.
    • On macOS: open ~/Library/Application Support/Microsoft/Teams and delete the same folders.
    • Restart Teams.
  2. Re-authenticate: Remove the deskbird app from Teams (right-click > Uninstall), then re-add it from the Teams app store. This forces a fresh login.
  3. Check which deskbird app is installed: There may be two versions in the Teams store — deskbird - Make Hybrid work and deskbird. The current version is deskbird - Make Hybrid work.
  4. Check corporate policies: Some organisations restrict embedded web apps in Teams. Verify whether any Microsoft Defender for Cloud Apps policies, Conditional Access policies, or web content filtering rules might be blocking the deskbird domain.
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If a user has multiple Microsoft accounts (e.g., personal and work), the Teams app may not show the account picker when logging in to deskbird. Ask the user to sign out of all other Microsoft accounts in their browser before launching deskbird in Teams.

2. Mobile app: SSO login failures

If SSO works on the desktop browser but fails on the deskbird mobile app (iOS or Android), ask the user to try these steps:

  1. Update the deskbird app to the latest version from the App Store or Google Play Store.
  2. Clear the deskbird app data:
    • iOS: delete and reinstall the app.
    • Android: go to Settings > Apps > deskbird > Storage > Clear data, then reopen the app.
  3. Check MDM (Mobile Device Management) restrictions: If the user's phone is managed by your company, MDM policies may block certain SSO redirects or restrict which apps can open authentication pages. Review your MDM configuration for any relevant restrictions.

3. Duplicate accounts

Duplicate accounts occur when a user signs up manually with an email and password after an account has already been provisioned via SSO, SCIM, or HRIS. This results in two separate accounts for the same person.

The best prevention is to disable email/password registration once SSO or SCIM is configured. This ensures all users log in through the company identity provider and prevents manual signups that create separate accounts. You can manage login methods under Admin > Company > Company profile.

4. Common error messages

Error Cause Resolution
"Login failed" or "Authentication error" SSO misconfiguration, expired SAML certificate, or user not provisioned. Verify SSO is configured correctly. If using SAML, check the certificate expiry date.
"User not found" or "No account" User has not been provisioned in deskbird (via SCIM, HRIS, CSV, or manual invite). Check Admin Portal > Users for the user. Provision them if missing.
Blank screen after SSO redirect Browser or corporate policy blocking the redirect, or a cached stale session. Ask the user to clear browser cache and cookies, or try an incognito window. Check for corporate content filters blocking app.deskbird.com.
"Access denied" or "AADSTS error" Microsoft Entra ID Conditional Access policy blocking the login. Verify that deskbird is permitted under your Conditional Access policies in the Microsoft 365 admin center.

5. FAQ

First, ensure the deskbird app is up to date. If the user's phone is managed by your company, MDM restrictions may be blocking the SSO flow — review your MDM configuration. You can also ask the user to clear the app data and reinstall. If the issue persists, contact deskbird support with details.

The Teams app may automatically select a cached account without showing the account picker. Ask the user to sign out of all Microsoft accounts in their browser, then relaunch deskbird in Teams. If the issue persists, they can remove the deskbird app from Teams, clear the Teams cache, and re-add the app. This is a known limitation with embedded apps in Microsoft Teams when multiple accounts are active.

Disable email/password registration once SSO or SCIM is configured. This ensures all users log in through the company identity provider and prevents manual signups that create separate accounts. You can manage login methods under Admin > Company > Company profile.

Need more help? Contact us here.

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