Error "That didn't work" when trying to log in to the Collaborate Site

Issue

A client is trying to access the practice's Collaborate site, however, they encounter the following error:

"That didn't work. We're sorry, but (email) can't be found in the (URL) directory."

Cause

This error can be caused by the following:

• The user is trying to sign in with an account that not been invited to Collaborate. 
  
  
• The guest user was manually deleted from Microsoft Entra without first being removed from Sharing Settings in FYI.
  
  
• The guest user was manually deleted from Microsoft Entra and then invited via Sharing Settings under a different client causing duplicate guest user accounts in SharePoint.

Solution

To resolve the issue, you will need to complete the following steps.

Step 1 - Confirm the logged-in email address

Confirm the email address the user is logging in with. This is displayed on the error message, and can also be checked by the user by logging into office.com and clicking on the initials in the top right-hand corner.

If the user is logged in with an account that is not the account that was enabled for Collaborate, the user will need to log out, and log back in with the correct email address.

If the user is still having difficulties, try logging in using an incognito/private browser by clicking Ctrl+Shift+N. Confirm if the user can access Collaborate in the private browser window.

Note: If using multiple logins it's recommend to use different profiles on your device. Refer to Sign in and create multiple profiles in Microsoft Edge or Use Chrome with multiple profiles.

Step 2 - New Collaborate Status Check

In FYI, run the New Collaborate Status Check and click "Fix" for any identified errors. Refer to Troubleshooting New Collaborate using Status Check.

Step 3 - Delete the Guest User from Sharing Settings

The user(s) should be removed from the Sharing Settings for New Collaborate, and confirmed to have been removed from Microsoft and SharePoint. Where the user has been added to Sharing Settings for multiple clients, you will need to remove the user from each client.

Remove the user from FYI

1. Search for your client and select the Collaborate tab.
   
   
2. From the Sharing Settings, click the X alongside the user you wish to remove access for.
   
   
   
   
3. A message displays confirming you wish to disable sharing for the user.
   
   
4. Click Yes to confirm. The Sharing Settings page will be reloaded.
   
   
5. Close Sharing Settings.
   
   
6. Repeat for all clients the user has Sharing Settings access to.

Confirm the user has been removed from the SharePoint site

1. Log into the New Collaborate SharePoint site as the OneDrive Administrator.
   
   
2. Click the Settings cog icon in the top right-hand corner. 
   
   
3. Click Site Permissions - Advanced Permissions Settings.
   
   
4. Click on the SharePoint site Visitors group.
   
   
5. Search for the client email address in the list to confirm the user cannot be found. If the user is displayed, tick the box next to the user, and from the Actions drop-down select Remove Users from Group.
   Note: client email addresses may show in the group as the name of the client or as the portion of the email address before the @ symbol. If you are unsure if the found user is correct, click on the name in the list to view the associated email address. 
   
   
6. To load the SharePoint Site Collection, in the browser URL, change the MembershipGroupId= value to 0. 
   
7. Search for the client email address in the list to confirm the user cannot be found. If the user is displayed, tick the box next to the user, and from the Actions drop-down select Delete Users from Site Collection.
   

Confirm the user has been deleted from Microsoft

1. Log into entra.microsoft.com.
   
   
2. Click on Users - All Users.
   
   
3. In the Search field, enter the user email address.
   
   
4. The Email Address should not be displayed. If the client appears in the list, click the Client and click Delete.
   

Step 4 - Reinvite the user in FYI

In FYI, re-add the users to the Collaborate Sharing Settings. Refer to Sharing the Share Folder and Upload Folder with Clients.

Step 5 - Ask the User to Log in

Confirm if the user is now able to log into the New Collaborate SharePoint site. You may need to resend an invitation to provide the Collaborate Site Link, or re-share the document (if providing access to a document only, and not the Share folder).

Refer to:

• Sharing the Share Folder and Upload Folder with Clients
• Sharing Documents with Clients

Step 6 - SharePoint Diagnostic Tool

If the user is still unable to log in, the practice's Microsoft 365 Administrator can run the SharePoint Diagnostic Tool to identify any further issues. 

1. Log in to admin.microsoft.com.
   
   
2. Click the Help question mark icon ? in the top right-hand corner.
   
   
3. Enter "Access denied to SharePoint" and click enter.
   
   
4. The Run diagnostics tool will be displayed.
   
5. Enter the SharePoint URL, displayed in FYI via Automation - Apps - Collaborate.
   
   
6. Enter the Email Address of the user experiencing the issue.
   
   
7. Click Run Tests. The Diagnostic Tool will begin running, and may take several minutes to complete.
   
   
8. If any issues have been identified, the Diagnostic Tool will provide the solution to resolve the issue. Follow the steps as displayed.
   
   
9. In FYI, re-add the users to the Collaborate Sharing Settings. Refer to Sharing the Share Folder and Upload Folder with Clients.
   
   
10. Ask the user to try logging into Collaborate again.

If you continue to experience issues, please contact support.