If you have complete these initial steps and attempted to login to Sightline or Docs 4 using these steps and you are experiencing issues please;

1. Try clearing your browser cache and cookies (chrome://settings/clearBrowserData), close the browser and try again.   

2. Review the common errors below and their fix to quickly troubleshoot.

3. If your error is not included below or persists please refer to the following escalation path.

✅ 1. Pop-Ups must be enabled

• Sightline requires pop-ups to be enabled in the user’s browser to function as designed. 

• You encounter an access error (screenshot below): 

To Fix: Confirm that pop-ups are enabled in their browser settings. Instructions on how to do so can be found here 

✅ 2. Microsoft Entra ID invitation must be accepted 

You are experiencing the following error(s)

To Fix: Users must accept their Microsoft Entra ID invitation. 

• The invitation email would have come from: 
  invites@microsoft.com (on behalf of PwC) 

• Check your junk/spam folder, as these invitations are often filtered. 

Email Example:

• If you cannot locate the email, you can visit this link to retrieve the acceptance. You will be prompted to enter you email address, followed by a verification code and then Accept the invitation.

   

✅ 3. Sightline requires certain URLs to be whitelisted 

You are experiencing the following error

To Fix: Ensure the required URLs are whitelisted with your local IT Department 

• https://*.pwc.com/

• https://*.microsoftonline.com/

• https://*.microsoft.com/

• https://*.sharepoint.com/

• https://*.pendo.io/

Our Sightline Client Technology Checklist contains the necessary and required URLs to be whitelisted.

✅ 4. If you recently had a name change that has resulted in a change to your email address, the error message shown below is likely the result. 

To Fix: Please work with your local PwC Engagement team who will contact our PwC Support team to address this issue. Please provide the following information to your local PwC team. 

• Client Name

• Engagement Name

• Engagement URL

• Take a FULL screen Screenshot of error message including the URL and browser

• Collect a HAR File (A HAR file logs a browser’s network activity—capturing requests, responses, timing, headers, and cookies—to help diagnose performance and rendering issues) (steps below on how to collect one)

  • 1. Open a new browser 

    2. Right-click anywhere on the page and select Inspect. 

    3. Click the Network tab (In Edge this will look like a wifi symbol. In Chrome you may have to click the 2 right pointing arrows for More tabs >> and click Network). 

    4. Check the box for Preserve log.  

    5. Reproduce the issue (Navigate to Sightline and recreate the steps). 

    6. Click the down arrow to Export the HAR file (choose the Sanitized option). 

    7. Save the file to your computer. 
• Please share any screenshots and HAR files with your PwC engagement team who will work with our IT team to remediate.  

✅ 5. External user access via Incognito/InPrivate Mode

You are experiencing the following error

To Fix: Sightline requires users to add the Microsoft SSO Extension to function as designed. 

Confirm that the extension has been added and the incognito toggle is enabled in your extension settings. The following video is included to provide you with the steps to enable the extension.

✅ 6. External user is receiving an error for “user cancelled the flow”

To Fix: 

• If you close the secondary MS Entra sign in screen without entering your login credentials you will receive this error. Refresh your Sightline page to access the login screen again and enter your credentials. 

• If you did not even receive the MS Entra sign in screen at all then your browser is likely blocking pop-ups and you will need to adjust your settings to allow for this (Scenario 1 above).

If none of the scenarios above resolve your issue, please provide the following information to your PwC Engagement Team. 

• Client Name

• Engagement Name

• Engagement URL

• Take a FULL screen Screenshot of error message including the URL and browser

• Collect a HAR File (A HAR file logs a browser’s network activity—capturing requests, responses, timing, headers, and cookies—to help diagnose performance and rendering issues) (steps below on how to collect one)

  • 1. Open a new browser 

    2. Right-click anywhere on the page and select Inspect. 

    3. Click the Network tab (In Edge this will look like a wifi symbol. In Chrome you may have to click the 2 right pointing arrows for More tabs >> and click Network). 

    4. Check the box for Preserve log.  

    5. Reproduce the issue (Navigate to Sightline and recreate the steps). 

    6. Click the down arrow to Export the HAR file (choose the Sanitized option). 

    7. Save the file to your computer.