Problem

When attempting to access the 8x8 case portal either via the Support Knowledge Base or through a link in a case notification email, you encounter the following error:

We can't log you in because of the following error. REGISTRATION_HANDLER_ERROR: SF_ERROR: FIELDINTEGRAITY_EXCEPTIOBJ: User - The specified Federation ID already exists for this organization: SAML Federation ID FIELDS: FederationIdentifier

This error may appear in one of two ways (shown below).

Cause

The email address in your User Profile is shared with another user in your 8x8 system. The case system relies on the user's email address as a unique identifier, and such duplicates create a handling conflict. The email address either on your User Profile—or the other User Profile(s) that shares this address with yours—must be changed to something unique.

Resolution: Change Your User Profile Email Address

While you can review the email address associated with your account via the Virtual Office Desktop application, changes must be made by an account administrator in Account Manager.

To Change the Email Address on a Virtual Office User Profile

  1. Log in to Account Manager.
  2. Click Accounts > User Profiles.
  3. Search for the User Profile(s) having the issue. For best results, search for the email address, as this will help identify all of the user profiles that could be running into this error due to the duplicate email issue.
  4. In the Action column within the search results, click Edit.
  5. Amend the Email Address to a unique value.
  6. Click Save.
  7. If necessary, continue to edit the other User Profiles sharing an email address from the search results in the same manner.

If your 8x8 services include only Virtual Contact Center and no users in Virtual Office (also known as Mode 2), you should update a user email address in Configuration Manager. Changes must be made by a privileged administrator in Configuration Manager.

To Change the Email Address on a Virtual Contact Center User Profile

  1. Log in at https://login.8x8.com.
  2. Click the icon for VCC - Config Mgr.
  3. In the left hand panel, click Users.
  4. Locate the User Profile(s) having the issue, then click the Edit (pencil) icon to the far right. For best results, filter by email address, as this will help identify all of the user profiles that could be running into this error due to the duplicate email issue:
    1. To the upper right of the User List, click Filter User List.
    2. Configure the filter parameters to read Email Equals [enter problematic email address]:

    3. Click the Filter button.
  5. To the far right of the User Profile entry, click the Edit (pencil) icon.
  6. Amend the Email Address to a unique value.
  7. Click Save.
  8. If necessary, continue to edit other User Profiles sharing an email address in the same manner.