Troubleshooting - SAML SSO
Q: "404" error thrown when the user use SSO login
Description
The customer reported 404 error while trying to login using SSO
Possible Reasons:
1. Certificate could have expired.
First response – Troubleshooting Steps
(This is the initial Mail to the customer)
Hi David,
1). Could you please check the expiration date of the certificate's used in the SSO page? If the certificates are valid, could you please ask them to re-upload the certificates and try again?
2). Please share a screenshot of the error message.
3). Also, provide us the log file at the information level; to acquire it, please follow the below instructions.
certificates
Step 1: Open the Prolaborate Logs folder.
Step 2: C:\Program Files (x86)\Prolaboratev5\ProlaborateApp\Logs\ WebApp and delete the log files from the following folders.
Step 3: Set the logging level to information in Prolaborate Management and restart the Prolaborate service in Task Manager. (This app can be found at the location where Prolaborate is installed.) For example: C:\Program Files (x86)\ProlaborateV5\ProlaborateManagement\Prolaborate Management.
Step 4: Reproduce the issue.
Step 5: Go back to the above folders again (WebApp), compress the folder, and share it with us.
If you have any questions, please feel free to reach out us.
Second response
After receiving the log file, please check whether the certificate is expired or not. as error message shown in the below image.
If the certificate is expired, please send the below response to them.
Hi David,
We would like to inform you that, based on checking the log file, the certificate has expired. So, we kindly ask you to renew the certificate and upload it to the Prolaborate SSO page, then click save button and restart the Prolaborate service in the task manager to fix this issue.
After completing the above process, kindly check whether the SSO user was able to log in without any issues.
Thank you for your patience and understanding.
Ticket Reference
Ticket ID: #8725
Subject: WG: PCS License Request
Department: Prolaborate Support
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