---
title: "Generic SSO Parameters"
slug: "sso-troubleshooting"
updated: 2024-03-25T11:17:50Z
published: 2024-03-25T11:17:50Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.safe.security/llms.txt
> Use this file to discover all available pages before exploring further.

# SSO Troubleshooting

## About this document

This document describes SSO troubleshooting steps that can be applied to any SSO integration. If this document does not address your question and there is a product specific integration guide, please check the guide for any FAQ before raising a support request with SAFE.

**Note:**The following troubleshooting steps should be performed by a user with the Admin role

# Troubleshooting Use Cases

The following SSO troubleshooting use cases are documented below:

- A Specific User Cannot Login
- All Users Cannot Login

---

## A Specific User Cannot Login

In the scenario that one specific user cannot login, perform the following troubleshooting steps:

**1. Confirm that the user is registered in the SAFE platform**

- Go to Setting > User Management.
- Confirm that the user does not have an entry in the users table.
  - You can search for a user using the highlighted Search function.

![](https://lh7-us.googleusercontent.com/b9QvdHvaojp2zq4nCrl9Jx0P_MGwwRMpvQqe-HWEb2hXkIaRoFUxhHqAC-igox_pyCnqe2tTwFBVNECZxh1zrN56e9oDuF-82DbwSYcl-FSi8EbSqiZCaIAeJ2Ssw6H8h5qzvqjlwja7LsOBIwp62Lg)

- If the user is not registered, proceed to step 2
- If the user is registered, proceed to step 3

**2. Confirm if the user has been invited to the SAFE platform**

- Go to Setting > Invitations.
- Confirm that the user does not have an entry in the invitations table.
  - You can search for a user using the highlighted Search function.

![](https://lh7-us.googleusercontent.com/ZgC1lV-ZYf-7eXhddd4gvRINFVyss6bXWKy9MbcByP0-SJqUZkYMvouJPjWVfmdBNSg8j7klkaB_lZW5e84DjTy2ygE5H37cM7zn8-P6WmJXQ3X6qgJQ2y9qytGalHA-s0WIQCtG_2X5A2HNwgdLAps)

- If the user has a status of “Pending” - ask the user to open the email invitation the received and click the link to accept the invitation.
  - If the user cannot find the invitation, click on the 3 horizontal dots next to their name and select **“Resend”**.
- If the user has a status of “Expired” click on the 3 horizontal dots next to their name and select **“Resend**”.
- If the user is not present in the invitations table or user table, invite them to the platform using the **“Invite User”**button.

**3. Confirm that the user is logging in using the same email address as per their user account**

- Check with the user that their email address matches the email address that is registered on the SAFE platform
- If the user is not using the registered email address, you can either
  - Request they use the right email address
  - Invite the new user using the “invite” option under Settings > Invitations
    - Note you may wish to delete the incorrect email address by going to Setting > User Management, and from the 3 horizontal dots next to their name choosing the “Delete” option

**4. Confirm that the user is logging in using an email domain that matches the domain(s) configured for Single Sign On in SSO**

- Take a record of the domain of the login email.
- Check with the team managing the SSO provider that this email address is configured for Single Sign On to SAFE.

**5. Collect a HAR file and provide to SAFE for analysis**

See the guide on [how to collect a HAR file](https://docs.safe.security/docs/how-to-collect-har-sso-troubleshooting) and submit the file to the [SAFE Service Desk](https://safe-security.atlassian.net/servicedesk/customer/portal/11).

---

## All Users Cannot Login

In the scenario that all users cannot login, perform the following troubleshooting steps:

**1. Confirm that the SAFE Platform is available**

- Navigate to your SAFE Platform url (https://<region>.safeone.ai) and confirm that a login page is presented.
- Check that you have not been notified of any maintenance or unplanned downtime

**2. Confirm that the SSO Platform is available and no changes have been made recently**

- Contact yourSSO platform team to ensure the SSO platform is working correctly
- Confirm that no changes relating to the SAFE Platform have been made recently.

**3. Collect a HAR file and provide to SAFE for analysis**

- See the guide on [how to collect a HAR file](https://docs.safe.security/docs/how-to-collect-har-sso-troubleshooting) and submit the file to the [SAFE Service Desk](https://safe-security.atlassian.net/servicedesk/customer/portal/11).