Confirm what username/userID the user is trying to use to log in. 

➤If it ends in .hn, they're trying to use SSO and you can use this SR.

➤If they're using an email address that does NOT end in .hn, please give them the No Account | Username/Password User SR.

I'm sorry, but I have not been able to locate an account for you in the system. To have an account created, please contact the Navigator Help Desk. You can locate their contact details on the Navigator Application home page.