Common SSO Issues and Solutions

Issue/Question

General Troubleshooting Steps for Single Sign-On Issues

Environment

  • Single Sign-On (SSO)

Resolution

General Troubleshooting Steps

  1. Install SAML-Tracer browser extension
    1. Run SAML Tracer while authenticating and provide details to the ServiceDesk
  2. Review Errors
    • Pull details of the error message
    • Use the information to identify and resolve issues
  3. Test with Different Browsers
    • Test the SSO process using different browsers to rule out browser-specific issues
    • Ensure cookies and JavaScript are enabled
  4. Clear Browser Cache and Cookies
    • Clear your browser's cache and cookies to resolve any session-related issues
    • Try from incognito or private browsing session
    • Remove or disable browser extensions such as ad blockers
  5. Try to authenticate from a Different device (e.g. a phone or different computer)
  6. Update Software
    • Ensure all software, including Operation System, browsers, and antivirus software, are up to date with the latest patches and updates

ITS STAFF ONLY

  1. If the SAML Signing Cert has expired (typically verified by application support) follow Renew the SAML Signing Certificate for an Entra ID Application (Single Sign-On Cert)
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