FAQ / Troubleshooting

The Stelter Intelligence Center uses Microsoft’s services for Single Sign-On (SSO). 

If you already have an account associated with a Microsoft service through your organization, your password will match what you use to sign into Microsoft services, such as Outlook or Office, and possibly your computer login as well. When you update your password for those other services, you will use the new password for the Intelligence Center as well.

Because your password is tied to your own organization’s Microsoft Entra ID directory (formerly known as Active Directory), The Stelter Company does not have the access or ability to manage your password, so we recommend trying the options below. If this does not solve your password issue, please reach out to your organization’s IT administrator for assistance.

• To test your password, visit one of Microsoft’s pages: https://office.com or https://login.microsoftonline.com

• If your organization allows online password reset, you can reset it by visiting https://passwordreset.microsoftonline.com. 

  • • Please note, this will reset your password for all Microsoft services and possibly your computer login, in addition to the Intelligence Center. If you see a message saying online password reset is not allowed or set up properly, you will need to reach out to your organization’s IT administrator for assistance. 

Did you recently get a new phone? Your Microsoft Authenticator status is tied to the application on your phone, so if you get a new phone, we need to first invalidate your previous phone’s app.

If you did not get a new phone since your last login, there may be an issue with the authentication app on your phone. We recommend opening the Microsoft Authentication app on your phone and removing the Stelter Intelligence Center account before reaching out to us.

Please reach out to your Stelter client success manager or let us know that you need your authenticator status reset. We will then reset your status, so the next time you sign in, you will be asked for more info to set up authentication again. 

You can choose to use the Authenticator app again, or instead choose to receive text message codes. Please refer to our setup guide for how to proceed with the options.

Please search your inbox for the following:

• Subject line: [Account Invitation] Your New Stelter Intelligence Center

• From: stella@planmylegacy.org

The invitation email may be in your spam or junk folder. If you can’t find the email, please reach out to your Stelter client success manager or submit a support request, and we will provide you with your personal invitation link to the Intelligence Center.

This error can occasionally occur when your organization also uses Microsoft services. Microsoft flags any of our guest users with a risk-level that exceeds our security parameters (usually due to previous password input errors). The risk status is set in your own organization’s Microsoft Entra ID directory, and there are two ways to reset your risk status to unblock your account:

1. Your organization’s IT administrator can manually reset your risk level. This is typically a very quick update to make.

• • Message for your IT Administrator: The Stelter Company uses Microsoft single sign-on for authenticating into the Intelligence Center, and Microsoft flags any external user with a risk-level that exceeds their security parameters, possibly due to previous password input errors. This risk status can be reset by opening the “Risky Users“ page in your Entra Admin Center (https://entra.microsoft.com/#view/Microsoft_AAD_IAM/IdentityProtectionMenuBlade/~/RiskyUsers/fromNav/Identity), then selecting my user account and choosing “Dismiss user(s) risk”.
    
    Microsoft's documentation can be found here: https://learn.microsoft.com/en-us/entra/id-protection/howto-identity-protection-remediate-unblock#dismiss-user-risk.
    
    

2. Or if your organization allows online password reset, you can reset your password using Microsoft’s reset page: https://passwordreset.microsoftonline.com

   • Please note, this will reset your password for your own system. This includes Microsoft Outlook/Office, possibly also your computer password if those are tied together, as well as the Intelligence Center. If you see a message saying online password reset is not allowed, please reach out to your organization’s IT administrator for assistance.

After that risk status is reset, you will be able to sign into the Intelligence Center. 

If this is your first time signing in, you will then need to set up your authentication. Please refer to step 4 on the Account Creation page for instructions on how to complete the authentication process.

Please submit a support request if you or your IT administrator have any questions.

Because we use Microsoft’s services for signing into the Intelligence Center, we rely on our Microsoft Entra ID directory recognizing your email address. There are sometimes conflicts when our directory tries to verify your email address with your own organization's Microsoft Entra ID directory.

Please share a screenshot of the error message with your Stelter client success manager as well as what email address you are using when signing in or submit a support request. This will help us troubleshoot your issue more quickly.

If your concern is with potential security issues of us knowing or managing your password, please be aware that we have no access to your password because we are using Microsoft’s Single Sign-On (SSO) services for signing into the Intelligence Center. 

When signing in, you will notice that the address bar in your browser shows you are on a Microsoft page. When you enter your password, it is sent only to Microsoft to verify who you are, just like when you sign into a Microsoft application like Outlook or Office. After Microsoft verifies your identity and gives you the “OK”, they will redirect you back to the Intelligence Center.

If you would prefer to use a different email address for signing into the Intelligence Center, let your Stelter client success manager know, and we will send you a new invitation.

When accessing the Intelligence Center for the first time, you will be prompted to accept the Intelligence Center permissions because we use Microsoft’s services for signing you into the website. Below are explanations for each:

• Receive your profile data
  Your profile data means your name, email address, and photo

  • • Your name and email address are required to associate you with your organization’s data in the Intelligence Center. Stelter doesn't use the photo permission, but it’s part of the general Microsoft user profile.

• Collect and log your activity
  Your activity data means your access, usage, and content associated with their apps and resources

  • • Stelter logs access and usage of the Intelligence Center to better provide support when you run into issues.

• Use your profile data and activity data
  This data may be used with your access and use of their apps and resources, as well as to create, control, and administer an account according to their policies

  • • This means Stelter can add or remove your access to the Intelligence Center.
      
      

This issue occurs if your browser is blocking “third-party cookies”. This can be from a browser extension or within your browser settings.

• If you are using a privacy or ad-blocker browser extension, you will need to add the following to the extension’s allowed list: *.domoapps.prod9.domo.com

• If you are not using a browser extension, the setting to update will depend on your browser. After changing your settings, you may need to clear your browser cache and close your browser before reloading the Intelligence Center page.

  • For Chrome, visit the cookie settings by loading chrome://settings/cookies in your Chrome browser. If you have “Block third-party cookies” selected,  scroll down to the “Sites allowed to use third-party cookies” section and click “Add”. Input the following web address, and click “Add”: [*.]domoapps.prod9.domo.com  (See screenshot)

  • For Microsoft Edge, visit the cookie settings by loading edge://settings/privacy/cookies in your Edge browser. If you have “Block third-party cookies” selected,  scroll down to the “Customized cookies behavior” section and click “Add site” next to “Allowed to save cookies”.  Leave the checkbox unchecked, input the following web address, and click “Add”: [*.]domoapps.prod9.domo.com  (See screenshot)

  • For Firefox, visit the privacy settings by loading about:preferences#privacy in your Firefox browser. Scroll down to “Cookies and Site Data”, click “Manage Exceptions”. Input https://domoapps.prod9.domo.com in the “Address of website” field. Click “Allow”, then “Save Changes”.

  • For Safari, open “Settings” from the “Safari” menu item and click on “Privacy”. There isn’t a setting to enable specific websites, so you will need to temporarily disable “Prevent cross-site tracking” and “Block all cookies” if you have one or both of them checked. After using the Intelligence Center, you can re-enable the previous setting you had in place.