"GoogleAuth SSO Login Button is Broken"
"This community only allows one account per email address"
"My IT team needs the Entity ID/Reply URL"
"Logging in with SSO creates a new account"
"GoogleAuth SSO Login Button is Broken"
What to look for: Customer reports SSO login button doesn't work, takes them to an error page.
Suggested Solution: Generally this is due to a malformed URL. Take a close look at the URL to see if anything looks off about the beginning portion (the customersite.centercode.com portion). Sometimes these will be missing letters (.co instead of .com, etc). If this is the case, report this in the IT channel, as it must be fixed on the back end.
Why: Mobile App issues can be difficult for us to reproduce, and should be exceptions to the "you must reproduce the issue before submitting a ticket" rule, since it is possible the issue is specific to the OS or even the version of the OS that the customer is using. Don't waste too much time trying to reproduce these.
"This community only allows one account per email address"
What to look for: Customer received "This community only allows one account per email address" error when attempting to use SSO button
Suggested Solution: This is due to there already being an account created with the email address they are trying to use that was created via a local login. Thre are two solutions to this. The first is to check the "User can upgrade from this field" option in the SSO settings. This will enable accounts originally created locally to "upgrade" to an SSO account. This is generally the best solution if they've recently put an SSO in place and are frequently running into this issue. However there can be security concerns (explained in the tooltip for the option in-site). The safer solution (and better used for one-offs) is to alter the email address of the original local login account (add a 1 or something to the end), have the user login with the SSO to create a "new" account, and merge the two accounts.
"Logging in with SSO creates a new account"
What to look for: Verify that the information being sent by the IdP (in this case the email address) matches the existing account within Centercode
Suggested Solution: If the IdP is sending an email address that doesn't already exist within the system a new account will be created if they login using that SSO. Have the customer verify the email address in Centercode and the email address being sent by the IdP match. If they want existed accounts to be merged/upgraded, they will also need to check the "User can upgrade from this field" option (see above entry)
"My IT team needs the Entity ID/Reply URL"
What to look for: The way to obtain this information is in the SSO setup guide, but many users miss. The user must first create and submit an incomplete SAML SSO setup, and then they will be able to hover over that SSO option to retrieve the metadata, where this information is located.
Suggested Solution: You can copy/paste the following instructions to the user from the SSO setup guide:
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Create your SSO configuration
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Before you enable this SSO, your IT department will need to configure their part of it. To get them the info they need:
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Submit the SSO create page
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Hover over the row on the Single sign-on management page and click the Metadata icon
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Save the resulting page
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Provide this metadata.xml file to your IT department.
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