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Support Article

User routed to previous operator ID repeatedly during login



When logging in to the application, user is routed to the previous operator ID repeatedly.

Error Messages

Not Applicable

Steps to Reproduce

  1. Log in with an operator ID in the Chrome browser.
  2. Log off from the browser.
  3. Log in to the application with another ID. The application opens with previous operator ID.

Root Cause

An issue in the custom application code or rules.
User was logging in from a third-party application which redirected the user to the Pega application. When the user performed the LogOff action, Pega related cookies and sessions were killed but not the third-party application.


Here’s the explanation for the reported behavior:

Pega cannot clear the cookies of the third-party application for security reasons. Cookies related to the user are deleted from Pega. However, since the user is logging in to the application from a third-party application, the credentials are saved in the browser cache. Pega is not authorized to delete third-party application details that are stored in the browser.

For more information refer to:

As a local-change, perform an OnClick of LogOff to redirect the user to the third-party application and execute operations to end the current user session.

Published January 31, 2019 - Updated October 8, 2020

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