This guide helps troubleshoot UI-related login issues and access errors, specifically covering 401 Unauthorized and 403 Forbidden scenarios encountered in the browser. It covers role requirements, missing authorization headers, token problems, deactivated or missing user accounts, and how to create .har files for support. It also advises doing a hard refresh and verifying account correctness before seeking further help. This article is for UI access issues only; it neither covers API-specific errors nor general product errors.

Use this guide when you cannot sign in or encounter access-related errors in the application. It helps you understand login issues by using 401 Unauthorized and 403 Forbidden error messages.

Important: As a general step, we recommend doing a hard refresh and then trying the login process again from the beginning. Please also make sure that you are using the correct account to sign in. If you still experience errors, please proceed with the relevant section of this article.

You can find the error message directly in the user interface or in the API response when the issue occurs. Please check which error is shown and then continue to the corresponding section of this article for further guidance.

CIAM Errors

Your account has been disabled

This error occurs when a user has not logged in for 90 days and the account has been disabled. In this case please reach out to your tenant admin or agent admin to enable your account again.

As a tenant/ agent admin, please follow the steps in Manual User Onboarding – Infohub REALYTIX ZERO to re-enable the account.

403 Forbidden Errors

User does not have the required role assigned

You do not have the required role to access the selected portal or endpoint. First, make sure you are using the correct portal or endpoint for the intended environment. If that is correct, contact your tenant administrator to verify your access.

The following roles are required:

REALYTIX ZERO Portals	Required Role
Studio	Designer
Admin Portal	Agent Admin Tenant Admin
UI/Platform Test	Agent UW
UI/Platform Stage	Agent UW
UI/Platform Prod	Agent UW

As a Tenant Admin, please check whether:

The correct (sub-)tenant is assigned
The correct environment is assigned

If all of the above is correct, please reach out to the Designer to check the following:

The product is assigned to the respective tenant the user is trying to access (Managing Product and Module Access – Infohub REALYTIX ZERO).
The product is already deployed to the respective environment (Releases & Environments – Infohub REALYTIX ZERO).

Missing required authorization context (tenant, product, or other claims)

This error occurs when required information is missing or misspelled in the request header:

RX-Tenant-ID
RX-Product-ID

It usually happens when calling a REALYTIX ZERO API.

Please verify that all required authorization headers are included and set correctly.

401 Unauthorized Errors

A 401 error is typically caused by a technical issue and often requires support from a technical contact. It occurs most frequently for federated users and users synchronized via SCIM.

Authorization token is missing

This errors means that the authorization bearer token was missing.

Please provide a .har file, following the steps in How to create a .har file with token info? and send it to your Customer Success Manager. They will forward it to the corresponding Tech team to analyze the issue.

Authorization token is invalid or has expired

This error means that the authentication token is malformed, invalid, or expired.

User account is deactivated

This means your account is currently inactive. This may happen if you are no longer assigned to the required group or if your account has been deactivated in your Identity Provider, such as Microsoft Entra ID or Okta.

Please contact your Tenant Admin or directly to your Identity Provider support team. MunichRe internal customers can reach out to their Customer Success Manager.

User not found in the system

This means your user account is not yet available in REALYTIX ZERO. For example, your account may not yet have been synchronized, or your login information may not match the data stored in the system. Please reach out to your CSM. In such cases the help of your Identity Provider support team is needed.

User not authorized

This error is shown for generic unauthorized user cases, unhandled by the other cases above.

Platform specific errors

No products have been released here yet.

You have the corresponding role assigned, but no products have been released on the environment yet.

Please reach out to the product designer.

How to create a .har file with token info?

Chrome

Open DevTools
Click on the gear icon in the top right corner of the DevTools (or press F1 while it is in focus)
Go to Preferences
Scroll down to the Network section
Check the Allow to generate HAR with sensitive data checkbox
Go to Network panel
Click the "preserve log" checkbox
Start the process until the error shows up
Click on the download icon

Edge

Open DevTools
Click on the three dot menu in the top right corner of the DevTools (or press F1 while it is in focus)
Follow steps 3–9 from the Chrome instructions above.

How to make a hard refresh and delete your cache

For Edge and Chrome, use one of the following methods:

Method 1: Reload while holding the keyboard shortcut

Windows: Hold Ctrl and click the Reload button
Mac: Hold Shift and click the Reload button

Method 2: Use DevTools

Open DevTools
Right-click the Reload button in the browser toolbar
Select Empty Cache and Hard Reload

Method 3: Use a keyboard shortcut

Windows: Press Ctrl + F5 or Ctrl + Shift + R
Mac: Press Cmd + Shift + R

As this article is for UI access issues only; it neither covers API-specific errors nor general product errors. Please see below the other related articles:

API - Troubleshooting Errors

Product Error handling and Troubleshooting

Related to

Sign-In and Access Errors