Plan: Not Available: Intermediate Available: Pro or Elite
Users: Available: All users
Practice Management Source: Available: All sources
Issue
When trying to access a document shared via New Collaborate, the client is presented with the following error:
- Sorry, but we're having trouble signing you in. AADSTS90100: ctx parameter is empty or not valid
Cause
The guest user is trying to view a document that they do not have access to and Microsoft 365 is unable to sign the user in. The Microsoft error can occur due to a variety of reasons, typically involving authentication details becoming corrupted within the browser.
Solution
To resolve the issue, the client should follow these Microsoft 365 troubleshooting steps. After each step the client should attempt to access the New Collaborate link, to confirm if the step has resolved the error.
Step 1 - Clear the browser Cache and Cookies
Sometimes a corrupt browser cache can cause authentication issues. The client should try clearing the browser cache and cookies:
- In the browser, press CTRL+Shift+Delete
or
Click Customize and control Google Chrome (the vertical ellipsis tool in the top right-hand corner), then select More Tools - Clear browsing data. - In the Time range drop-down, select All time.
- Checkmark Cookies and other site data.
- Checkmark Cached images and files.
- Click Clear data.
- Close the browser.
Once completed, the client should attempt to access the document via New Collaborate again. If the error persists, move to Step 2.
Step 2 - Check Network Settings
Misconfigured network settings can also lead to the sign-in error.
If Step 1 - clearing the browser cache and cookies did not resolve the error, the client should check that their Microsoft network settings are correct. Please refer to your IT Administrator for assistance.
Once completed, the client should attempt to access the document via New Collaborate again.
After completing both Step 1 and Step 2 if the error persists, please contact the FYI Support Team