After an administrator updates a user's Campaign ID in MyAcoustic, the affected user may be unable to access the Acoustic Campaign console. Instead of launching Campaign, the user is redirected back to the MyAcoustic interface.
Symptoms
- The user can successfully log in to MyAcoustic
- Selecting Acoustic Campaign redirects the user back to MyAcoustic
- The Campaign console does not load
- The user appears active and correctly linked in both MyAcoustic and Campaign user management views
What causes this
When a Campaign ID is manually changed in User Management, Acoustic creates a new backend association for that user. In some cases, existing authentication and session data does not fully refresh or propagate across services. As a result, Campaign cannot validate the updated Campaign ID during login — even though the user record appears correct — and redirects the user back to MyAcoustic instead of granting access.
How to fix it
Step 1: Rule out cached session data
Before removing the user, ask them to complete the following steps:
- Close all browser windows.
- Clear browser cache and cookies.
- Open a new incognito or private browsing window.
- Log in to MyAcoustic and attempt to access Acoustic Campaign again.
If the issue persists, proceed to Step 2.
Step 2: Remove and re-add the user to Campaign
- Log in to MyAcoustic as an administrator.
- Locate the Acoustic Campaign tile.
- Click the three-dot menu on the Campaign tile.
- Select Manage > Users.
- Locate the affected user with the updated Campaign ID.
- Select the user and click Remove User.
- Re-add the user to Campaign using the same Campaign ID.
This process reinitializes the user's Campaign account and restores proper authentication.
Prevention tips
- Be aware that manual Campaign ID changes can impact authentication
- Test Campaign access immediately after updating a Campaign ID
- Have users fully log out before validating access after an ID change
- If access issues occur, re-provisioning the user is typically faster than extended troubleshooting