"Duplicate user detected"

Phil Paskvan

My instance keeps sending out notifications for duplicate user accounts relating to sign ins.I assume it is related to SSO/BBID, The message states

There are 2 primary ways a duplicate user may be created in SSO: Scenario 1: An individual has a profile/account in the Identity Provider and a BBID account using an email address. For one reason or another, a new profile gets created in the Identity Provider for this user with the same email address. This may arise in instances where, for example, a user with a BBID account leaves the organization, their account at the Identity Provider is deleted, and the user later returns to the organization. Rather than deleting accounts within the Identity Provider, the account should be inactivated so that if someone returns, they are given access to their same account. Scenario 2: An individual’s email address was previously used by someone who has left the organization and now the same email address is going to be used by a new, different individual at the organization with a similar name and a new account at the Identity Provider.

The issue is that we do not have any situations as stated above nor does our account have duplicate users.

This happened to my account today and it gave me a screen with an error message that displayed a disconnected plug, refreshed and then logged me in, I then received this error. The error screen has a button to resolve duplicates but it is happening dozens of times a day, It was worse in September right after BBID was implemented and a ticket I created I was told it was a known issue.

Any tips or is ths happening to anyone else?

Larry Bucher

@Phil Paskvan
Getting the same here and getting more and more especially last 2 days. Like to know how to resolve!

Boyd Reilly

@Phil Paskvan

I reported this last week. And it went away. But, now it seems to have gotten out of control. I've had 11 case of this since last night.

Here's what they wrote on the case I opened last week:

Reviewing this case, this does appear to be a known issue that our Development Team is actively working on. I went ahead and tied your case to the Development ticket and once I have any information I will reach out through the case with an update!

Hopefully they take care of this soon. I don't think it's really affecting anyone, though, other annoying a few people who get the email warning.

Thanks.

Boyd

Andres Maruri

@Phil Paskvan

Hi,

We are experiencing the same thing. BB is aware of it and looking for a resolution. It seems to only be affecting BB clients using Google SSO. It in no way is affecting the users. I will have to temporarly block those notifications on our Gmail platform since yesterday we got 100 of these notifications and as of writing this response, 68 today.

Hope this helps,

Mary Zieten

Yup, we had a few last week, but in the last 2 days they've ballooned out of control. Also, the page to resolve them is terrible if you have more than one or two. Who decided that putting the Resolve button at the bottom of the list of users was a good idea, while simultaneously not allowing multiple selections, or even saving the settings for each user as you click through before hitting resolve?

Phil Paskvan

@Mary Zieten
From what I see, there is no reason to even resolve them. a second click by the affected user and they get in. There is no duplicate account so the button does nothing anyway

Kerre Conerly

@Phil Paskvan

We are also experiencing this. “Duplicated” staff members have determined that no ill effects take place, thankfully, but it's irritating!

Geoffrey Goodfellow

@Phil Paskvan
We are also experiencing, and I called support and they are aware of situation and added my name to the open case so that I kept up to date about the status of that case. Support confirmed that the emails can be safely deleted without any action, and users are NOT blocked from using the system.

Candace Chesler

We got one isolated instance in November - and three notices yesterday - including one for me. All are employees and related to our K-12 product. When I got the error - I was trying to login on my phone - which I do frequently. I then used my BBID to login to Raiser's Edge NXT - on my phone - not a problem.

Kim Hughes

We had a couple come through a few weeks ago, and then a ton in the last few days. I wasn't hearing from any users so I assumed no issue for them getting in. I called BB yesterday after receiving quadruple the number we had been getting per day in just an hour. I was “attached to the ticket”. But then last night we did have one student that couldn't get in that we had received the email about. Don't know if it's related or not. I hope they hustle along this is getting tiresome.

Jessi Walters

@Phil Paskvan and all on this thread,

First, I want to apologize for the headache of the erroneous duplicate user emails you've been getting. Admins with Google SSO Connections were receiving non-actionable and faulty emails from Blackbaud saying that there were duplicate users present and those user could not sign in. However, the reported user did not have any issue logging in. This happened because of a change our BBID vendor made to the way they received Google user information, which was incorrectly labeling users as duplicates.

This issue is now resolved. Earlier today, our BBID vendor released an update to fix the issue in the U.S. The BBID team has turned off the duplicate user functionality (including the notification emails) for customers with Google SSO connections and will continue to monitor over the next 2 weeks to build confidence the issue has been resolved before reintroducing the capability.

Over the next 2 weeks, if your organization is using Google SSO and you do encounter a duplicate user, please contact support to have it addressed. Also, to avoid duplicate users, please see our Avoid Duplicate Users under Best Practices section on the Blackbaud SSO resource site.

Jessi Walters
Product Manager - Core