Integrations - How to Troubleshoot Single Sign-on Errors

Introduction

This article will explain how you can find out what is causing a Single Sign-On error.

In order to troubleshoot the error, you need to go to the Integration Dashboard, click on Tools on the SSO integration and then Debug Mode.

Enable the Debug Mode

Please, note that it will be enabled until you decide to disable it. If you would like to make any changes to the configuration of the integration, the debug mode needs to be disabled.

Step 1: Get the user to attempt a login

Get the user to attempt a login and ask them to share a full screenshot of the error page they see and the exact time of their attempt.

Once you have this information, you can copy the error code that they’ve received, go to Troubleshooting Errors and paste the code there.

It will show you the exact error message attached to this code.

You can check our article on understanding SSO errors here.

But essentially, this needs to be sent to the Identity Provider so they can look into why the identity of the user is not being passed through to us.

Step 2. Check the SAML Response

If you would like to get more detailed information about the SAML Response we’ve received, it can be found in the Debug Mode. This is why you need the exact time of the login attempt so you can make sure you are looking into the correct response.

You can send this SAML Response and the error message to the Identity Provider so they can look into the issue.

If you are still not able to resolve this, you can contact the Integrations Team at clientintegrations@rewardgateway.com

Debugging using other methods

In case you are not able to capture the errors through the “Debug mode” and “Troubleshooting errors” tools we offer, here are two other options.

SAML Tracer

Capture the SAML Response by using SAML Tracer. This is an extension that can be added to your browser. You can use other tools but it’s important to provide a SAML trace so we can troubleshoot effectively.

To capture the payload, simply open the tool and make a login attempt through the SSO. Then, locate the SAML request. It should have the “SAML” tag on the right side. Click on the request to open it.

Select the “SAML” option.

Copy and paste the payload into a text editor.

Provide us with the SAML response so we can investigate the SSO issue.

Creating an HTTP Archive (HAR) File for Troubleshooting

Capturing your session contains the request made to our server and the returned response codes. It also contains the SAML response and this is all of the information we need to start investigating any issues. We have a detailed guide on how to capture a HAR file here: https://success.rewardgateway.com/hc/en-us/articles/18109820702109-Integrations-Creating-an-HTTP-Archive-HAR-File-for-Troubleshooting