Hiya,

We’ve run into a challenge and wanted to see if anyone else has experienced the same and/or has come up with a fix. 

TLDR - Deactivating instances breaks the login page for front end learners, and we can’t redirect to the default platform login. 

We have an Extended Enterprise setup and we use our instances for client projects. Two projects are moving back to the main platform (Branch) and we’re in the process of deactivating the instances.

For both of these projects/instances we need active learners to still be able to login via the main platform and we don’t want to have to email everyone and say there has been a URL change.

Subdomain Instance

This instance was setup as a custom subdomain and we use a domain registrar to create a CNAME record pointing to our Docebo URL. After deactivating the instance, when front end users went to the subdomain URL they encoutered a broken Docebo login page. Docebo support initially advised this redirection should be handled via DNS/CNAME records. 

After a lot of testing, nothing worked when we changed the CNAME record to point to our custom Domain domain instead of our docebosaas.com URL we got a broken 400 page. In the end, we reactivated the instance, changed it into a subdirectory, and then deactivated it. The URL now goes to the default Docebo login page. The URL stays the same but learners can still log in and access their learning materials. 

Subdirectory Instance

This instance has been set up as a subdirectory, so the above “workaround” won’t work and we have over 1,000 learners on this instance so it’s very important we ensure a streamlined login process.

We’ve reopened our ticket and Docebo Support are looking into it as well, but we wanted to see if anyone else has come across this and if you have a fix?

If so, anything you can recommend for us to try as we need to get this sorted.

Thanks! 

Fiona