Ping identity with single sign-on, multiple users

[mans-paloalto-support]

Our support staff uses a single support portal login email and password to access our client's Palo Alto networks support.  We have attempted to log in and are getting notified we need to download PingID. How would this work with multiple people using the same username? Can it be bypassed or how should we set this up for our support staff?

[BPry]

I'm slightly confused. Palo Alto's support website doesn't require PingID, and the only way that the VPN would require PingID was if it was setup for multi-factor. Can you explain where you are actually running into this and maybe include a screenshot so we know what is actually generating the message. 

[TranceforLife]

Hi,

l do get sometimes these messages. Just close and open a new session. Should work with the generic account for your company 

[BPry]

@TranceforLife, weird. I've never ran into anything asking me to setup 2nd factor or even telling me I could on the support portal. 

[TranceforLife]

@BPry Yeah had it few times, l always closing the browser 🙂 

[jdelio]

@mans-paloalto-support, This is not a Palo Alto Networks question  about the Firewall, but an issue logging into the support site, correct?  That is something that you will have to contact Palo Alto Networks support in order to find out why it is asking you for the Ping-ID to log in.