Upcoming changes to authentication process

[cvigier]

Hi everyone!

We want to inform you of two important updates regarding our upcoming authentication migration:

• The migration start date has been extended to June 16^th, 2025.
• New URLs must be allow listed before this date to ensure a successful migration.

We apologize for any inconvenience this may cause and appreciate your attention to these changes.

Required: Add URLs to your allowlist

To avoid disruption, make sure the following URLs are accessible from your environment before June 16^th:

• https://ls.auth.lansweeper.com/ – This URL is used to enable the migration process.
• https://login.auth.lansweeper.com/ – New login URL.

If these URLs are not reachable, you will not be able to log in or start the migration. However, simply allowing these URLs will restore access.

Updated migration phases

• Phase 1 — Soft Migration Period: During this phase, both the old and new authentication providers will coexist, allowing organizations—particularly those using SSO—time to transition smoothly. This period will last from June 16^th until June 29^th.

• Phase 2 — Full Migration: In this phase, the old authentication provider will be fully disabled, and any remaining accounts will be migrated to the new provider. For organizations using SSO, this means access will be lost until the administrator updates the configuration with the new authentication provider. Phase 2 will last from June 30^th to July 3^rd.

What this means for you

As I mentioned, the level of impact and any actions required will depend on your specific role and your organization’s authentication setup. The different scenarios and necessary actions are summarized in the table below:

Authentication Type	User Role	Phase 1 (Jun 16th – Jun 29th)	Phase 2 (Jun 30th - Jul 3rd)
Email/Password	Local user	Credentials will be automatically migrated when logging in.	If not logged in during Phase 1, users must reset their password.
Social Login	All users	Users will need to grant access again to the application via their social login provider.	Users will need to grant access again to the application via their social login provider.
SSO (Single Sign-On)	Lansweeper user	Users can continue logging in using the old authentication provider.	Users cannot log in until the SSO admin completes the update of IdP connection parameters.
	SSO admin	Admins must trigger the connection migration from the UI and update parameters in the Identity Provider (IdP). For more information, see our migration guide.	The connection will be automatically migrated, but SSO login will be unavailable until IdP is updated. For more information, see our migration guide.
MFA (Multi-Factor Authentication)	Lansweeper user	MFA will be lost during migration. Users will need to reconfigure it on their secondary device.	MFA remains unavailable until users reconfigure it.

Next steps

We highly recommend logging in as soon as possible after Phase 1 begins to avoid disruptions during Phase 2.
If you're having trouble logging in, fill out the Contact Sales & Customer Service form, select “I have a question about the Support Portal”, and describe your issue.

Stay tuned for more updates, and thank you for your understanding as we work to enhance your security and login experience!

[swright]

Can we/should we migrate to the new SSO now or are there still issues?

[edu_ayus]

Hi @swright ,

Yes, you can proceed with the SSO migration. The migration button on the SSO configuration menu has been enabled again.
Please, read and follow the instructions above.

[rinks]

I don't have a migration button on my site. I was just about to post about this. Also, the link to the instructions on the SSO page leads to an access denied page.

[edu_ayus]

Hi rinks,

Is it possible you already migrated your connection last week? I am asking because you posted last week about issues with SSO.
If that is not the case and you are not seeing the button, please open a support request.
The link to the SSO instructions is public, try with this link.

[edu_ayus]

Hi all,

I can confirm that the issue that caused the problem with the accounts' migration to the new authenticator provider has already been fixed. Also, the accounts experiencing issues were restored to the original source to be correctly migrated.
Please, if you experience any issues during the migration from now on, contact support and open a ticket to review the problem.
Thanks again for your patience.

[sot_pal]

Hi all,

Just checking in for an update on the issue. I'm able to log in as the site owner, but other users are still unable to access the site, even after resetting their passwords.

[edu_ayus]

Hi all,

The issue has been detected, and we have prevented it from occurring in any new account migration. That means it is secure to do your SSO config migration again.
We are working on restoring access to the accounts currently affected, we will keep you updated in this post.

Thanks! 

[edu_ayus]

As some of you already detected, we are currently experiencing technical issues related to the authentication provider migration. This may affect your ability to log in.
Our team is actively working to identify and resolve the issue as quickly as possible. We understand the inconvenience this may cause and appreciate your patience while we work on a solution.
We recommend postponing the SSO migration until we confirm the issue is completely solved.

We’ll keep this post updated as we make progress. Thank you for bearing with us. 🙌

[GDN-James]

Per the instructions above I submitted a "contact sales & customer service".

These were the details I provided: "Cant log in. If I try to reset password from the login failure page (login.auth.lansweeper.com/oauth2/authorize) I get an error 504. If I try and reset password from the app.lansweeper.com page it works in that it takes me to a page, sends me an email, and allows me to enter a new password... but the password doesnt work. I have urgent need to run an online-only report."

Here is their response:

Hello James,

Thank you for contacting Lansweeper Support.

We understand you're experiencing issues attempting to log in to your Lansweeper Site.

We're currently experiencing a broader service disruption that is impacting app.lansweeper.com and access to our backend systems. This disruption includes authentication services such as multi-factor authentication (SSO) and is the likely cause of the login issues you and your users are encountering.

Our engineering team is actively investigating this issue with the highest priority, and we're working to restore full service as quickly as possible. We truly understand how critical access to Lansweeper is for your daily operations, and we sincerely apologize for the inconvenience this is causing.

To further assist us in reviewing the specific behavior you're experiencing, particularly if you're seeing an error 504, please provide a HAR (HTTP Archive) file and screenshots or recording of the issue. This will give us crucial details about the network communication.

Here's how to capture a HAR file:

1. Open Developer Tools: In your browser, open the Developer Tools from the menu (typically Menu > More Tools > Developer tools), or by pressing F12 (or Fn-F12) on your keyboard.
2. Go to the Network Tab: Click on the Network tab within the Developer Tools.
3. Start Recording: Look for a round record button (usually red) at the top left of the Network tab. Make sure it's red; if it's grey, click it once to start recording.
4. Preserve Log: Turn on the "Preserve log" option.
5. Clear Existing Logs: Use the clear button (a circle with a diagonal line through it) right before trying to reproduce the issue to remove any unnecessary previous information.
6. Reproduce the Issue: Attempt to log in or navigate to the affected page in Lansweeper to trigger the error.
7. Save HAR File: Once the error appears, right-click on the grid of network requests in the Network tab and choose "Save all as HAR with content" (or similar option).
8. Capture Screenshots: Take screenshots showing the specific error message, especially if it's a 504 error, or any other unexpected behavior on the screen.

Please attach both the HAR file and the screenshots to your reply. This information will be invaluable as our team works to diagnose and resolve the ongoing disruption.

Kind regards,
Lansweeper Support Team

[rinks]

Same issues as mentioned above. No one else can login except for me (site owner). When assigning others as site owners as well, they still cannot login. Is this transition period only for the original site owner until we can get SSO configured?