Access Issues with the Platform

This guide helps you understand what to do based on what you see on your screen. Follow the scenario that matches your situation.

Before you start: Do you have your platform access link?

Access to the platform is always through a link dedicated to your company, which you receive by email (usually on the go-live day) or is provided internally by whoever manages training at your company.

• If you have the link → connect and go to the scenario that matches what you see (below).
• If you do NOT have the link → don’t try to guess it or find it online: it’s not public. Ask your internal training contact at your company, or contact LibraCyber support and provide your company name.

Where the link comes from: The access link is usually sent via a welcome email with instructions on how to log in. The sender could be:

• no-reply@cyberguru.eu (the most common case), or
• a company-customized address — in some cases, the client company sets up a different sender for internal communications

If you’re searching for the email and don’t find it from “no-reply@cyberguru.eu,” also check for any internal communications from your company before assuming you haven’t received it, and always check your SPAM folder.

Scenario 1 — You see a screen with “email” and “password” fields

This means your access works with application credentials provided by LibraCyber.

What to enter:

• Email: your company email address
• Password: the one you chose at your first login (not the initial temporary one you received in the welcome email)

If you don’t remember your password:

1. Click on “Forgot password?”
2. Enter your company email and submit
3. You’ll receive an email from no-reply@cyberguru.eu with the subject “Reset your password”
4. Click the button in the email and set a new password
5. The link is only valid for 2 hours — use it right away. If the link has expired, repeat the process.

If the reset email doesn’t arrive:

• Check your Spam/Junk folder
• Wait a few minutes and try again
• Only if you still don’t receive anything after retrying → contact support through the support portal (support.libracyber.com)

Note: If the email you entered is incorrect or doesn’t match an existing account, you won’t receive any email — this is not a system error.

You never received the welcome email

If your access uses application credentials but you never received any email with the link/password for your first login, check in this order:

• Check your Spam/Junk folder — this is the most common cause
• Open a support ticket through the LibraCyber help portal. Alternatively, you can get the access link from your internal training contact and reset your password yourself

Scenario 2 — You see a “Sign in with SSO” button (no email/password fields)

This means your access is through Single Sign-On (SSO): you use the same company credentials you use to access all other company systems

What to do:

• Click the SSO button
• Enter your usual company credentials

Scenario 3 — You immediately see the Microsoft/Google login screen (or another provider), with no button first

This is the same as Scenario 2, except the button step is “hidden”: your company has set up access so you go straight to the company authentication screen (Microsoft, Google, or another identity provider).

What to do:

• Enter your usual company credentials, just like you would to access your work email or other internal systems

SSO Troubleshooting: Correct company credentials, but you get an error

If you get an error message while logging in with SSO/company credentials, the type of error tells you what to do:

Error like “User ... authenticated with identity provider saml does not exist”

This means your account isn’t registered on the platform: you haven’t been added to the participant list yet.

→ What to do: Don’t open a support ticket. First, check internally with whoever manages training/participant lists at your company to make sure your name has been properly added to the platform. Ask to be added to the platform. If the problem continues, contact LibraCyber support.

Other errors (e.g. “Invalid requester”, “Registration error”, or messages different from the one above)

→ What to do: Open a support ticket through the support portal (support.libracyber.com), and always include:

• Which email you’re trying to log in with
• The name of your company
• A description or screenshot of the exact error message you see

Scenario 4 — “Hybrid” access (some use one method, others use another)

Some companies have set up mixed access: some users log in with credentials provided by LibraCyber (Scenario 1), others with company/SSO credentials (Scenario 2 or 3).

What to do:

• Follow the specific instructions your company gave you about which method to use for your profile
• If you’re not sure which applies to you, ask your internal training contact

Quick summary