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Troubleshooting: Single Sign On (SSO)




This article covers some common issues customers experience when using or setting up SSO with OpenID or SAML. For complete steps of setting up SSO with OpenID see the following articles: Setting up SSO for users or Setting up SSO for customer apps. 


SSO does not work:

  • Ensure the the Client ID was copied and pasted correctly.
  • Ensure ‘OAuth 2.0 authorization endpoint (v1)‘ is copied correctly and pasted into the ‘Authorization URI’ field in OneDesk
  • Verify OAuth 2.0 token endpoint (v1)‘ is copied correctly and is pasted to the ‘Token URL’ field in OneDesk.
  • For SAML-based Azure Active Directory troubleshooting, check the following: Microsoft Documentation. 
  • Disable and reconnect the integration - in many cases this fixes the problem.
  • If you are using SAML, we recommend using OpenID where possible. OpenID is a more modern and better supported protocol.
  • Send us a screenshot of the error message.


SSO has stopped working:

  • Verify your client secret has not expired. During initial set-up of SSO, you are prompted to select an expiry date for your client secret. The expiry date can be customized, but it is always necessary to set an expiry. If your SSO has stopped work, ensure your client secret has not expired. If it has expired, the connection will need to be reset.
  • Disable and reconnect the integration - in many cases this fixes the problem.
  • Send us a screenshot of the error message. 


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