Troubleshooting: Can't Connect Avigilon Alta to Seam
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When you sign in to Avigilon Alta in a Seam Connect Webview, the login doesn't complete and you see one of these messages:
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"We couldn't find an Avigilon Alta Access account for this email."
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"Your Avigilon Alta user needs the Super Admin role to connect to Seam."
Work through the steps below. They are ordered from most to least common cause.
1. Make sure you're signing in to Alta Access
Seam connects to Avigilon Alta Access (formerly Openpath), Avigilon's cloud access control system for doors and entries. You sign in to Alta Access at access.alta.avigilon.com (formerly control.openpath.com).
2. Use the email you sign in to Alta Access with
"We couldn't find an Avigilon Alta Access account for this email" means Alta Access has no user with the email you entered. Check the email for typos, and confirm it's the one you use at access.alta.avigilon.com. If you can sign in there, use the same email and password in the Connect Webview.
3. Connect with a Super Admin user
Seam creates a dedicated "Seam Bot" user in your organization to manage entries and credentials, so the user who connects must be able to create users and assign the Super Admin role. If you see "Your Avigilon Alta user needs the Super Admin role to connect to Seam," ask a Super Admin in your organization to give your user the Super Admin role and Portal access, or have them connect instead. See Setting up Avigilon Alta with Seam.
4. Still having issues?
If you see "Failed to connect. Please check your credentials and try again," check your password and try again. If the problem persists, contact Seam support (support@seam.co) and include the Connect Webview ID so we can investigate.