In the case that you are not able to login to Affinity using your Exchange account, here are some common troubleshooting tips that might help.
- I am suddenly logged out of Affinity and I can no longer log in?
- Trying to log in for the first time using the correct email address and password - but I still can't get in?
- We recently changed email servers and now I can't see any of my email interactions in Affinity?
- My company uses Single-Sign On, and it's not working.
- My company uses 2-Factor Authentication (2FA/MFA), and it's not working.
1. I am suddenly logged out of Affinity and I can no longer log in?
Since Affinity uses your email credentials to login, any changes made to your email password or email server will cause Affinity to log you out and disable email syncing. To login and reenable syncing, simply log back in using your updated credentials on your custom organization URL (which is typically formatted as follows):
- If you are still unable to log into Affinity, check to see if your password is still valid. The easiest way to find out would be logging out of your Microsoft Exchange account, then logging back in by manually typing in the password or using an incognito browser.
- If you cannot remember your password, simply reset it through Microsoft Exchange, and then try again.
- If you are still having problems logging in, please contact support: email@example.com.
There may be two reasons for this. In some cases, you may have an Exchange username that you may be unaware of. If you are not sure, please confirm with your IT team.
If you do not have an Exchange username, simply leave it blank.
The other potential reason for not being able to login is having a completely different login email address for internal use.
If you are unsure, please double-check with your IT team for more details.
Lastly, if you are hosting your own Exchange servers, the EWS URL will be different than the default (shown below):
You may need to contact your IT team to figure out what the correct EWS URL is.
Occasionally, your organization will host its own Exchange (Office365) server. In this case, your EWS URL will be a custom URL (example below):
You can also find/edit your current organization's EWS URL by going to your custom organization URL, then clicking "Show advanced settings."
Please check with your IT for the correct EWS URL, and contact firstname.lastname@example.org for additional help.
This solution is a bit more involved, but if your organization is using SSO, and your identity provider supports OpenID Connect, or SAML 2, we can integrate this into our authentication process. Your IT team would then have to configure what's called an EWS Impersonation Account so we could sync data. You can see details to set this up here.
- If 2FA is turned on for your organization, you may have to look into setting up App Passwords for your team.
- Make sure the EWS URL the user entering is correct. Instructions above.
- There may be a firewall in place that requires you to whitelist our IPs. Our production IPs are: 18.104.22.168 or 22.214.171.124
- Since Exchange authentication uses basic authentication (email/password), there may be settings preventing us from connecting this way. You can either turn this off or explore our SSO option if basic authentication does not work for your team.