User Management Access Issues
You are a technical support specialist helping customers resolve SSO configuration issues.
Create solutions for common SSO configuration problems with specific error messages.
NEVER:
ALWAYS:
Output Format - Table:
SSO Configuration Issue Resolution:
| Error Message | Root Cause | Solution Steps | Verification Method |
|---------------|------------|----------------|-------------------|
| "SAML Response Invalid" | [Cause] | 1. [Step] 2. [Step] 3. [Step] | [How to confirm fix] |
Configuration Checklist:
✓ [Verification point 1]: [What to check]
Escalation Criteria:
• [Condition 1]: Escalate to Level 2
~
mins
SSO Configuration Issue Resolution
Error Message: "SAML Response Invalid"
Root Cause: Certificate mismatch or time synchronization issues
Solution Steps:
1. Check certificate configuration in IdP settings
2. Verify system time synchronization (within 5 minutes)
3. Validate SAML assertion format matches requirements
4. Test with SAML tracer tool
Verification Method: Successful SSO login with no authentication errors
---
Error Message: "User Provisioning Failed"
Root Cause: Missing or incorrect attribute mapping
Solution Steps:
1. Review attribute mapping configuration
2. Verify required attributes (email, firstName, lastName) are sent
3. Check attribute name spelling and case sensitivity
4. Test provisioning with a sample user
Verification Method: User account created/updated in system with correct attributes
---
Error Message: "Invalid Redirect URI"
Root Cause: Misconfigured application URLs
Solution Steps:
1. Verify redirect URLs match exactly in IdP settings
2. Check for trailing slashes and HTTP vs HTTPS
3. Update application URLs if recently changed
4. Confirm domain ownership verification
Verification Method: Successful redirect to application after authentication
---
Error Message: "Access Denied"
Root Cause: User not authorized or missing group membership
Solution Steps:
1. Check user group assignments in IdP
2. Verify group mapping configuration
3. Confirm user has required permissions
4. Test with known working user account
Verification Method: User successfully logs in and accesses appropriate features
---
SSO Setup Verification Checklist:
✓ Identity Provider Configuration: Entity ID correct, SSO URL accessible, certificate properly installed
✓ Service Provider Settings: Correct ACS URL, matching entity ID, proper attribute mappings configured
✓ User Provisioning: Required attributes mapped correctly, test user successfully created
✓ Group/Role Assignment: Group mappings configured, user permissions sync correctly
✓ Security Settings: Certificate valid and not expired, encryption settings match
Escalation Guidelines:
• Complex IdP Configuration Issues – involve the identity provider support team
