Contents
- Overview
- Solution
- Information to Collect if It Happens Again
- How to Verify It’s Resolved
- Frequently Asked Questions
Overview
Some users may be unable to sign in and will see a black screen with the message “Retry later” instead of being redirected to their organization’s SSO provider.
This occurs when the interruption happens during the initial Contently sign-in step (before the SSO redirect). The behavior is typically temporary/intermittent and is consistent with a sign-in protection limit being triggered from the client side rather than an account/password issue or an SSO configuration failure.
Solution
Issue: Black sign-in screen showing “Retry later”
- Error message (exact):
Retry later - Symptom: After entering an email on the sign-in page, users see a black page with “Retry later” and are not redirected to the organization’s SSO login page.
Where the failure occurs
This issue occurs before the SSO provider page loads, during the initial Contently sign-in step. Because the failure happens prior to the redirect, users will not reach the SSO prompt when the problem is occurring.
Likely cause
A temporary sign-in protection limit can be triggered before the SSO redirect step. When triggered, sign-in attempts may fail intermittently and then succeed again later without any account changes.
Mitigation / what to try
-
Wait and retry
- Wait a few minutes, then try signing in again at:
https://your_instance.domain.com/signin - Avoid repeated rapid retries (for example, multiple clicks/refreshes in quick succession).
- Wait a few minutes, then try signing in again at:
-
Reduce repeated attempts across a shared network
- If multiple teammates are signing in from the same office network or VPN, have users try again with a short gap between attempts.
-
Try a different network path (diagnostic)
- If possible, try signing in once while connected to VPN, and once disconnected, or from an on-site network vs an off-site network.
- This helps determine whether the issue is related to the network egress path.
- Engage your IT Team as the first point of contact to see why the SSO page redirect is being denied to Contently.
- If the problem persists, please raise a ticket with Contently Support, providing a HAR file reproducing the issue.
Information to Collect if It Happens Again
If the issue recurs, collect the following and share it with support:
- Whether it affects some users or all users
- Whether affected users are on-site or off-site
- Whether affected users are using a VPN or not
- HAR file reproducing the issue
How to Verify It’s Resolved
- A successful attempt will redirect from the Contently sign-in page to your organization’s SSO login page.
- If users consistently reach the SSO page, the “Retry later” condition is no longer occurring for those attempts.
Frequently Asked Questions
- 1. How do I know this is the same problem?
- You see a black sign-in screen displaying exactly “Retry later”, and you are not redirected to your organization’s SSO login page.
- 2. Does resetting my password fix this?
- Typically no. This issue happens before the SSO redirect and is consistent with a temporary sign-in protection limit, not a password failure.
- 3. What should we provide to support if it keeps happening?
- Provide whether it affects some vs all users, whether users are on-site vs off-site, and whether they are using a VPN vs not. This helps pinpoint where the sign-in flow is being interrupted.
- 4. What is the success indicator after troubleshooting?
- The sign-in flow should proceed past the initial Contently step and redirect you to your organization’s SSO page (instead of showing “Retry later”).