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