User creation failure

[JamieCoppen]

Guys, I am trying to add an external (to our company) user to our Looker userbase using their email address, but when they get the email saying activate, it comes back with an error of.... "Unsuccessful authentication. Please try again or contact an administrator."..... 

I am signed into Google Chrome with the same email address

If I go to forgot password, and enter this email address, no email is sent to them.

Thanks

[GavinW]

Just to help other folks who may have an idea what the issue is, are you working with Looker or Looker Studio?

[JamieCoppen]

Sorry it is Looker (original) 

[GavinW]

What kind of authentication are you using for internal users? I would suggest the external user tries to log in via an incognito window in case they are logged into their Google account in their browser and this is causing the issue.

[JamieCoppen]

All our internal users have Google workspace accounts so authentication works fine. As a test, I just setup a new external Gmail account in incognito mode,  added this email address as a new Looker user, received the email, clicked on activate account, it opened a new incognito window asking me to select the Google account, which i chose the new one i just setup, and then it once again failed saying 'Unsuccessful authentication. Please try again or contact an administrator.' 

[GavinW]

My thinking was to try setting them up for Looker via email authentication, and then test them logging in via email and password through an incognito window, taking Google accounts out of the picture entirely.

If that does not work, I would be reaching out to support for a proper troubleshooting of the issue.