Single Sign-On

This section includes troubleshooting topics about single sign-on (SSO) issues.

SSO Fails After Completing Disaster Recovery Operation

Problem    When a user completes a disaster recovery operation, SSO fails due to expired certificates.
Possible Cause    Existing SSO certificates were installed before the application was installed.
Solution    Reinstall SSO certificates after completing Disaster Recovery Operation. After you perform your restoration on the disaster recovery system, sign in to the Administration site and select Settings > Security > Certificate > SSL Certificate > Generate CSR.Under More Options, select Download CSR to download the generated CSR. Use the CSR to obtain a new SSL Certificate. Refer to the "Generating SSL Certificates" section of the Administration Guide for more information. Import your new SSL certificate by selecting Settings > Security > Certificate > More Options (Import SSL Certificate). Import the same SSL certificate into your ADFS (Active Directory Federation Service) for the site URL's relay party.

SSO Protocol Error

Problem    You receive the error message, "SSO protocol error. Contact your administrator for further support."
Possible Cause    Your SSO administration site or IdP configuration contains errors.
Possible Cause    SSO is not enabled.
Possible Cause    Some or all of the required IdP attributes are not configured: firstname, lastname, email.
Possible Cause    The NameID parameter of your SAML is not set to email.
If you are unable to determine the cause of your SSO protocol error, generate a log and contact the Cisco TAC for further assistance. If you believe the cause is one of the above, you can perform the following actions to address the problem:
  • Solution   
  • Solution    Make sure the required IdP attributes are configured.
  • Solution    Make sure the following IdP attributes are set to the user's email address: uid, SAML_SUBJECT.

SSO Redirection Has Failed

Problem    A user attempts to sign in and receives a "SSO Redirection Failed" message. The user is directed to an administrator for help.
An IdP attribute value in the user's account has violated account regulations. The following error messages can appear as a result of this problem:
  • Possible Cause    SSO protocol error. Contact your administrator for further support. See SSO Protocol Error for more information.
  • Possible Cause    No user account found in the system. Contact your administrator for further support.
  • Possible Cause    No X.509 certificate found in the system. Contact your administrator for further support.
  • Possible Cause    X.509 certificate has expired. Contact your administrator for further support.
  • Possible Cause    User account is locked. Contact your administrator for further support.
  • Possible Cause    User account is expired. Contact your administrator for further support.
  • Possible Cause    User account has been deactivated. Contact your administrator for further support.
  • Possible Cause    SAML assertion is expired. Contact your administrator for further support.
  • Possible Cause    Invalid Response message. Contact your administrator for further support.
  • Possible Cause    Auto Account Creation failed. Contact your administrator for further support. See Auto Account Creation or Auto Account Update Has Failed for more information.
  • Possible Cause    Auto Account Update failed. Contact your administrator for further support. See Auto Account Creation or Auto Account Update Has Failed for more information.
  • Possible Cause    SSO protocol error. Contact your administrator for further support.
  • Possible Cause    No user name found in SAML assertion. Contact your administrator for further support.
  • Possible Cause    No user account found in the system. Contact your administrator for further support.
  • Possible Cause    No X.509 certificate found in the system. Contact your administrator for further support.
  • Possible Cause    Only POST request is supported. Contact your administrator for further support.
  • Possible Cause    Incorrect SAML SSO POST data. Contact your administrator for further support.
  • Possible Cause    The site is not allowed to use SSO. Contact your administrator for further support.
  • Possible Cause    Incorrect X.509 certificate to validate SAML assertion. Contact your administrator for further support. See Incorrect X.509 Certificate to Validate SAML Assertion for more information.
  • Possible Cause    Loading configuration error. Contact your administrator for further support.
  • Possible Cause    The value of NameQualifier does not match site URL. Contact your administrator for further support.
  • Possible Cause    Unable to reach Assertion Party. Contact your administrator for further support.
  • Possible Cause    Failed to resolve SAML Artifact. Contact your administrator for further support.
  • Possible Cause    Invalid SAML Assertion. Contact your administrator for further support.
  • Possible Cause    Recipient does not match webex.com. Contact your administrator for further support.
  • Possible Cause    X.509 certificate has expired. Contact your administrator for further support.
  • Possible Cause    User account is locked. Contact your administrator for further support.
  • Possible Cause    User account is expired. Contact your administrator for further support.
  • Possible Cause    User account has been deactivated. Contact your administrator for further support.
  • Possible Cause    SAML assertion is expired. Contact your administrator for further support.
  • Possible Cause    SAML assertion is unsigned. Contact your administrator for further support.
  • Possible Cause    User role is not allowed to login. Contact your administrator for further support.
  • Possible Cause    Invalid RequestedSecurityToken. Contact your administrator for further support.
  • Possible Cause    Invalid digital signature. Contact your administrator for further support.
  • Possible Cause    Untrusted Issuer. Contact your administrator for further support.
  • Possible Cause    Name Identifier format is incorrect. Contact your administrator for further support.
  • Possible Cause    Unable to generate AuthnRequest. Contact your administrator for further support.
  • Possible Cause    Unable to generate Logout Request. Contact your administrator for further support.
  • Possible Cause    InResponseTo does not match the request ID. Contact your administrator for further support.
  • Possible Cause    Invalid Response message. Contact your administrator for further support.
  • Possible Cause    Invalid Request message. Contact your administrator for further support.
  • Possible Cause    Auto Account Creation failed. Contact your administrator for further support.
  • Possible Cause    Auto Account Update failed. Contact your administrator for further support.
  • Possible Cause    Update user privilege failed or user is not allowed to update user privilege. Contact your administrator for further support.
Solution    Examine your URL API to determine which account values are causing the failure. Refer to the "Setting and Changing SSO URL API Parameters" section in the Planning Guide for more information.

SSO Redirection Issues

SSO redirection issues can occur due to configuration issues with your SSO URL API or your IdP settings. The following topics address SSO redirection error messages you might encounter, the issues that might cause those error messages, and how to troubleshoot them.