{"id":88694,"date":"2023-05-25T18:10:22","date_gmt":"2023-05-25T22:10:22","guid":{"rendered":"https:\/\/jumpcloud.com\/?post_type=support&#038;p=88694"},"modified":"2024-10-23T16:45:05","modified_gmt":"2024-10-23T20:45:05","slug":"saml-sso-troubleshooting","status":"publish","type":"support","link":"https:\/\/jumpcloud.com\/support\/saml-sso-troubleshooting","title":{"rendered":"Troubleshoot: SAML SSO"},"content":{"rendered":"\n<p>Use JumpCloud SAML Single Sign On (SSO) to give your users convenient but secure access to all their web applications with a single set of credentials.&nbsp;Use this page to troubleshoot common SAML Single Sign On (SSO)&nbsp;errors and connection issues. We&#8217;ll continue to update this KB as we discover new solutions to SAML-related issues.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-about-saml-nbsp-sso\"><a><\/a>About SAML&nbsp;SSO<\/h2>\n\n\n\n<p>The following terms are used frequently:<\/p>\n\n\n\n<ul>\n<li><strong>Service Provider (SP)<\/strong>: A resource like a webpage or an app that you want to access.<\/li>\n\n\n\n<li><strong>Identity Provider<\/strong> <strong>(IdP)<\/strong>: A service that can authenticate you.<\/li>\n\n\n\n<li><strong>Principal (User)<\/strong>: The JumpCloud customer using this technology.&nbsp;<\/li>\n\n\n\n<li><strong>Single Sign On (SSO)<\/strong>: A session and user authentication service that permits a user to use one set of login credentials such as a username and password to access multiple applications.&nbsp;<\/li>\n\n\n\n<li><strong>Security Assertion Markup Language<\/strong> <strong>(SAML)<\/strong>: An open standard that defines a XML-based framework for exchanging authentication and authorization information between an identity provider (IdP) and a service provider (SP), to enable web-based single sign-on (SSO). While there are earlier versions of SAML, JumpCloud only supports SAML 2.0.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-sso-works\"><a><\/a>How SSO Works<\/h2>\n\n\n\n<p><strong>Service Provider (SP) Initiated SSO<\/strong>:<\/p>\n\n\n\n<ol>\n<li>A user accesses the SP\u2019s SAML application.<\/li>\n\n\n\n<li>The SP sends the user to the IdP for authentication.<\/li>\n\n\n\n<li>If the user isn\u2019t already logged in, the IdP authenticates the user.&nbsp;<\/li>\n\n\n\n<li>The IdP sends a response to the SP with the assertion for the user.<\/li>\n\n\n\n<li>The user is successfully authenticated using SAML SSO.<\/li>\n<\/ol>\n\n\n\n<div class=\"wp-block-cgb-notification-card-wysiwyg notification-card note\"><div class=\"notification-card-content\"><div class=\"notification-card-icon\"><p><img decoding=\"async\" src=\"\/wp-content\/themes\/jumpcloud\/assets\/images\/gutenberg-blocks\/note-icon.png\" \/><\/p><\/div><div class=\"notification-card-copy is-type-body-default\"><div><strong class=\"notification-card-type\">Note:<\/strong> \n<p>This example does not include the workflow for JIT or Just-In-Time Provisioning<\/p>\n <\/div><\/div><\/div><\/div>\n\n\n\n<p><strong>Identity Provider (IdP) Initiated SSO<\/strong>:<\/p>\n\n\n\n<ol>\n<li>A user accesses their IdP login page or dashboard.<\/li>\n\n\n\n<li>If the user isn\u2019t logged in yet, the IdP interacts with the user to provide authentication.<\/li>\n\n\n\n<li>The user selects the SAML application they want to access.<\/li>\n\n\n\n<li>The IdP sends a response to the SP with the assertion for the user.<\/li>\n\n\n\n<li>The user is successfully authenticated using SAML SSO.<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-saml-sso-troubleshooting-in-jumpcloud\"><a><\/a>SAML\/SSO Troubleshooting in JumpCloud<\/h2>\n\n\n\n<p>Service providers can differ in their SAML\/SSO configurations, features, and functionality. Use the troubleshooting tips we provide and refer to the support pages provided by the SP vendor.<\/p>\n\n\n\n<p><strong>Take a moment to compare settings.<\/strong><\/p>\n\n\n\n<p>Review your current configuration against the configuration the SP recommends in their documentation.&nbsp;<\/p>\n\n\n\n<p><strong>Does your SP actually support SAML 2.0?<\/strong><\/p>\n\n\n\n<p>It\u2019s rare but some&nbsp;SPs support other versions of SAML.<\/p>\n\n\n\n<p><strong>Is your certificate valid?<\/strong><\/p>\n\n\n\n<ul>\n<li>JumpCloud SAML SSO connectors support SHA-256 certificates by default. Although JumpCloud supports SHA-1 certificates, if the service provider supports it, we recommend using SHA-256 for stronger security.<\/li>\n\n\n\n<li>Some Service Providers want you to include the&nbsp;<kbd>===begin certificate===<\/kbd>&nbsp;and&nbsp;<kbd>===end certificate===<\/kbd>&nbsp;headers and footers when you add the certificate; others don\u2019t. Confirm the requirements for this.<\/li>\n<\/ul>\n\n\n\n<p><strong>Are you using optional attributes?<\/strong><\/p>\n\n\n\n<ul>\n<li>Make sure your attributes are supported by the service provider.<\/li>\n\n\n\n<li>Make sure the attributes are mapped properly to JumpCloud attributes and vice versa.<\/li>\n<\/ul>\n\n\n\n<p><strong>Can you successfully configure the SP using the GENERIC SAML 2.0 connector?<\/strong><\/p>\n\n\n\n<p>If so, there\u2019s an issue with the pre-built connector. See&nbsp;<a href=\"https:\/\/jumpcloud.com\/support\/sso-using-custom-saml-application-connectors\" target=\"_blank\" rel=\"noreferrer noopener\">SSO using Custom SAML Application Connectors<\/a>.<\/p>\n\n\n\n<p><strong>Did you remember to give your users access to the SSO application in the JumpCloud Admin Console?<\/strong><\/p>\n\n\n\n<p>Users are implicitly denied access to applications. After you connect an application to JumpCloud, you must authorize user access to that application.&nbsp;See <a href=\"https:\/\/jumpcloud.com\/support\/authorize-users-to-an-sso-app\" target=\"_blank\" rel=\"noreferrer noopener\">Authorize Users to an SSO App<\/a>.&nbsp;<\/p>\n\n\n\n<p><strong>How is the workflow being initiated?<\/strong><\/p>\n\n\n\n<p>SP initiated SSO isn&#8217;t supported by all applications. Confirm with your Service Provider vendor that it can support this functionality. If the SP doesn\u2019t support SP-Initiated SSO, it may support IdP-Initiated SSO.<\/p>\n\n\n\n<p><strong>Why isn&#8217;t JIT working?<\/strong><\/p>\n\n\n\n<ul>\n<li>Does it work with existing users? This is a good test to ensure that the authentication is working as expected, then move onto troubleshooting the Just-in-Time (JIT) provisioning.<\/li>\n\n\n\n<li>Not all SPs currently support Just-In-Time Provisioning (JIT). Confirm with your SP vendor that JIT is supported.<\/li>\n<\/ul>\n\n\n\n<p><strong>What, if any, information are you getting from error messages?<\/strong><\/p>\n\n\n\n<ul>\n<li>The error messages returned provide a good starting point for troubleshooting if everything else seems to be correct or as expected. Sometimes the service provider has information on specific errors that are returned.<\/li>\n\n\n\n<li>Some SPs do provide a SAML logging tool, so you can actually see why SAML SSO failed.<\/li>\n\n\n\n<li>You can also Google your error message and find helpful information.<\/li>\n\n\n\n<li>See&nbsp;the following table for common error messages:<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-wpdatatables-wpdatatables-gutenberg-block\">\n    <h3 class=\"wpdt-c\"\n        id=\"wdt-table-title-173\">SAML SSO Error Mesages<\/h3>\n<div class=\"wpdt-c row wpDataTableContainerSimpleTable wpDataTables wpDataTablesWrapper\n\"\n    >\n        <table id=\"wpdtSimpleTable-173\"\n           style=\"border-collapse:collapse;\n                   border-spacing:0px;\"\n           class=\"wpdtSimpleTable wpDataTable\"\n           data-column=\"3\"\n           data-rows=\"4\"\n           data-wpID=\"173\"\n           data-responsive=\"0\"\n           data-has-header=\"1\">\n\n                    <thead>        <tr class=\"wpdt-cell-row \" >\n                            <th class=\"wpdt-cell wpdt-align-left wpdt-valign-top wpdt-wrap-text wpdt-bold\"\n                                    data-cell-id=\"A1\"\n                data-col-index=\"0\"\n                data-row-index=\"0\"\n                style=\" width:34.121621621622%;                padding:10px;\n                \"\n                >\n                                Error                <\/th>\n                                            <th class=\"wpdt-cell wpdt-align-left wpdt-valign-top wpdt-wrap-text wpdt-bold\"\n                                    data-cell-id=\"B1\"\n                data-col-index=\"1\"\n                data-row-index=\"0\"\n                style=\" width:36.824324324324%;                padding:10px;\n                \"\n                >\n                                Description                <\/th>\n                                            <th class=\"wpdt-cell wpdt-align-left wpdt-valign-top wpdt-wrap-text wpdt-bold\"\n                                    data-cell-id=\"C1\"\n                data-col-index=\"2\"\n                data-row-index=\"0\"\n                style=\" width:29.054054054054%;                padding:10px;\n                \"\n                >\n                                Solution                <\/th>\n                                        <\/tr>\n                    <tbody>        <tr class=\"wpdt-cell-row \" >\n                            <td class=\"wpdt-cell wpdt-align-left wpdt-valign-top wpdt-wrap-text\"\n                                    data-cell-id=\"A2\"\n                data-col-index=\"0\"\n                data-row-index=\"1\"\n                style=\"                padding:10px;\n                \"\n                >\n                                'Could not connect to SAML Engine'                <\/td>\n                                            <td class=\"wpdt-cell wpdt-align-left wpdt-valign-top wpdt-wrap-text\"\n                                    data-cell-id=\"B2\"\n                data-col-index=\"1\"\n                data-row-index=\"1\"\n                style=\"                padding:10px;\n                \"\n                >\n                                Most commonly occurs when the certificate and key pairs encountered an error during generation.                <\/td>\n                                            <td class=\"wpdt-cell wpdt-align-left wpdt-valign-top wpdt-wrap-text\"\n                                    data-cell-id=\"C2\"\n                data-col-index=\"2\"\n                data-row-index=\"1\"\n                style=\"                padding:10px;\n                \"\n                >\n                                <a class=\"wpdt-link-content\" href=\"https:\/\/jumpcloud.com\/support\/saml-configuration-notes\" rel=\"\" target=\"_blank\" data-cell-id=\"12\" data-link-url=\"https:\/\/jumpcloud.com\/support\/saml-configuration-notes\" data-link-text=\"Regenerate the certificate and key pairs.\" data-link-target=\"true\" data-link-nofollow=\"0\" data-link-noreferrer=\"0\" data-link-sponsored=\"0\" data-link-btn-status=\"0\" data-link-btn-class=\"\" data-link-content=\"wpdt-link-content\">Regenerate the certificate and key pairs.<\/a>                <\/td>\n                                        <\/tr>\n                            <tr class=\"wpdt-cell-row \" >\n                            <td class=\"wpdt-cell wpdt-align-left wpdt-valign-top wpdt-wrap-text\"\n                                    data-cell-id=\"A3\"\n                data-col-index=\"0\"\n                data-row-index=\"2\"\n                style=\"                padding:10px;\n                \"\n                >\n                                'unable to decode base64 string: invalid characters encountered in base64 data'                <\/td>\n                                            <td class=\"wpdt-cell wpdt-align-left wpdt-valign-top wpdt-wrap-text\"\n                                    data-cell-id=\"B3\"\n                data-col-index=\"1\"\n                data-row-index=\"2\"\n                style=\"                padding:10px;\n                \"\n                >\n                                Also occurs when using corrupted certificate and key pairs.                <\/td>\n                                            <td class=\"wpdt-cell wpdt-align-left wpdt-valign-top wpdt-wrap-text\"\n                                    data-cell-id=\"C3\"\n                data-col-index=\"2\"\n                data-row-index=\"2\"\n                style=\"                padding:10px;\n                \"\n                >\n                                <a class=\"wpdt-link-content\" href=\"https:\/\/jumpcloud.com\/support\/saml-configuration-notes\" rel=\"\" target=\"_blank\" data-cell-id=\"12\" data-link-url=\"https:\/\/jumpcloud.com\/support\/saml-configuration-notes\" data-link-text=\"Regenerate the certificate and key pairs.\" data-link-target=\"true\" data-link-nofollow=\"0\" data-link-noreferrer=\"0\" data-link-sponsored=\"0\" data-link-btn-status=\"0\" data-link-btn-class=\"\" data-link-content=\"wpdt-link-content\">Regenerate the certificate and key pairs.<\/a>                <\/td>\n                                        <\/tr>\n                            <tr class=\"wpdt-cell-row \" >\n                            <td class=\"wpdt-cell wpdt-align-left wpdt-valign-top wpdt-wrap-text\"\n                                    data-cell-id=\"A4\"\n                data-col-index=\"0\"\n                data-row-index=\"3\"\n                style=\"                padding:10px;\n                \"\n                >\n                                \"JumpCloud could not connect to your application. If this problem persists, please alert your administrator.\"                <\/td>\n                                            <td class=\"wpdt-cell wpdt-align-left wpdt-valign-top wpdt-wrap-text\"\n                                    data-cell-id=\"B4\"\n                data-col-index=\"1\"\n                data-row-index=\"3\"\n                style=\"                padding:10px;\n                \"\n                >\n                                Most commonly occurs from corrupted key pairs. If re-generating the key pairs don't work, there may be a mismatch in values between the settings in JumpCloud and the SAML app.                <\/td>\n                                            <td class=\"wpdt-cell wpdt-align-left wpdt-valign-top wpdt-wrap-text\"\n                                    data-cell-id=\"C4\"\n                data-col-index=\"2\"\n                data-row-index=\"3\"\n                style=\"                padding:10px;\n                \"\n                >\n                                <a class=\"wpdt-link-content\" href=\"https:\/\/jumpcloud.com\/support\/saml-configuration-notes\" rel=\"\" target=\"_blank\" data-cell-id=\"12\" data-link-url=\"https:\/\/jumpcloud.com\/support\/saml-configuration-notes\" data-link-text=\"Regenerate the certificate and key pairs.\" data-link-target=\"true\" data-link-nofollow=\"0\" data-link-noreferrer=\"0\" data-link-sponsored=\"0\" data-link-btn-status=\"0\" data-link-btn-class=\"\" data-link-content=\"wpdt-link-content\">Regenerate the certificate and key pairs.<\/a>                <\/td>\n                                        <\/tr>\n                    <\/table>\n<\/div><\/div>\n\n\n\n<p><strong>Have you used Chrome Tools to analyze what\u2019s happening, network-wise?<\/strong><\/p>\n\n\n\n<p>See&nbsp;<a href=\"https:\/\/jumpcloud.com\/support\/inspect-network-activity-in-chrome-devtools\" target=\"_blank\" rel=\"noreferrer noopener\">Inspect Network Activity in Chrome<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-submit-a-support-case-for-a-saml-sso-problem\"><a><\/a>Submit a Support Case for a SAML\/SSO Problem<\/h2>\n\n\n\n<p>If you continue to have SAML SSO problems, submit a support case. To provide effective support, here are some guidelines that will help JumpCloud Support help you.<\/p>\n\n\n\n<p><strong>Gather Information<\/strong><\/p>\n\n\n\n<p>Collect and include information that helps answer the following questions:<\/p>\n\n\n\n<ul>\n<li>How many users experience the issue? Just one user? All users?<\/li>\n\n\n\n<li>Is this an issue with a new setup, or is this an existing integration that&#8217;s stopped working?<\/li>\n\n\n\n<li>How many applications does the issue affect?<\/li>\n\n\n\n<li>What is the expected behavior? What is the behavior you&#8217;re seeing?<\/li>\n\n\n\n<li>How far through the login sequence does the user get?<\/li>\n\n\n\n<li>What error messages are you receiving when you try to use the application?<\/li>\n\n\n\n<li>Did you&nbsp;successfully configure the GENERIC SAML connector? Please include the configuration information for it as well.<\/li>\n<\/ul>\n\n\n\n<p><strong>Provide Screenshots of the SP and IdP (JumpCloud) Configurations<\/strong><\/p>\n\n\n\n<p>Capture screen shots of what you&#8217;ve configured in JumpCloud and the Service Provide.&nbsp;<\/p>\n\n\n\n<p><strong>Provide a Copy of the Service Provider\u2019s Metadata&nbsp;<\/strong><\/p>\n\n\n\n<ul>\n<li>The metadata file is an XML file that contains all of the information that the SP is expecting in a SAML assertion from an IdP, which is JumpCloud in this&nbsp;case. In&nbsp;the absence of any other documentation or guidance, it is the definitive source on how to configure the SAML SSO connector in JumpCloud.&nbsp;<\/li>\n\n\n\n<li>If the SP doesn\u2019t have or offer a metadata file, refer to the SP\u2019s documentation.<\/li>\n\n\n\n<li>If the SP doesn\u2019t provide any documentation for SAML and\/or requires manual setup from their end to configure SAML, we recommend to contact the SP\u2019s&nbsp; support to complete the integration.<\/li>\n\n\n\n<li>The SP\u2019s engineer should be able to complete the integration with our SAML KB articles; a joint call is typically unnecessary.<\/li>\n<\/ul>\n\n\n\n<p><strong>Generate and Send a .HAR File<\/strong><\/p>\n\n\n\n<ul>\n<li>This step may be necessary if the SP provides no metadata or does not provide clear instructions on how to configure SAML.<\/li>\n\n\n\n<li>A .HAR file is an JSON-formatted archive file containing a collection of network information for a browser session. They can be very useful for troubleshooting advanced SAML issues and other network issues. Learn&nbsp;<a href=\"https:\/\/jumpcloud.com\/support\/inspect-network-activity-in-chrome-devtools\" target=\"_blank\" rel=\"noreferrer noopener\">how to create and save a .HAR file<\/a>.<\/li>\n<\/ul>\n\n\n\n<p><strong>Why can\u2019t I just use a&nbsp;SAML decoder, instead of a .HAR?<\/strong><\/p>\n\n\n\n<p>A SAML extension is usually a subset of the information contained in a .HAR file. The job of the browser extension is to make it easier to expose only the information you need or want to see. The .HAR file is a more complete snapshot of the chronological network requests.Our engineering team requests a complete .HAR file for troubleshooting when a support case needs to be escalated to them.<\/p>\n\n\n\n<p><strong>Can I Request a SAML Connector if it doesn\u2019t appear in your list of pre-configured connectors?<\/strong><\/p>\n\n\n\n<p>You can make a request for a new connector by submitting an idea from the Admin Portal. See&nbsp;<a href=\"https:\/\/jumpcloud.com\/support\/contact-jumpcloud-support\" target=\"_blank\" rel=\"noreferrer noopener\">Contact JumpCloud Support<\/a>&nbsp;for instructions. If you are unsure if the functionality already exists, or if you need assistance with the service, please submit a support request instead.&nbsp;<a href=\"https:\/\/jumpcloud.com\/sso-connectors#sso-grid\" target=\"_blank\" rel=\"noreferrer noopener\">See a list of pre-built connectors<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Use JumpCloud SAML Single Sign On (SSO) to give your users convenient but secure access to all their web applications [&hellip;]<\/p>\n","protected":false},"author":205,"featured_media":0,"template":"","meta":{"_acf_changed":false,"_oasis_is_in_workflow":0,"_oasis_original":0,"_oasis_task_priority":"","inline_featured_image":false,"footnotes":""},"support_category":[2855,3135,2902,2994,3127],"support_tag":[],"coauthors":[2839,3011],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.9 (Yoast SEO v22.9) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Troubleshoot: SAML SSO - JumpCloud<\/title>\n<meta name=\"description\" content=\"Understand common errors that occur when configuring SSO with JumpCloud, how to troubleshoot them, and gather needed information for Support.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/jumpcloud.com\/support\/saml-sso-troubleshooting\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Troubleshoot: SAML SSO\" \/>\n<meta property=\"og:description\" content=\"Understand common errors that occur when configuring SSO with JumpCloud, how to troubleshoot them, and gather needed information for Support.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/jumpcloud.com\/support\/saml-sso-troubleshooting\" \/>\n<meta property=\"og:site_name\" content=\"JumpCloud\" \/>\n<meta property=\"article:modified_time\" content=\"2024-10-23T20:45:05+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/jumpcloud.com\/wp-content\/uploads\/2024\/07\/202405-MISC-JumpCloudHelpCenter-SiteDisplay-min-2.png\" \/>\n\t<meta property=\"og:image:width\" content=\"890\" \/>\n\t<meta property=\"og:image:height\" content=\"525\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"6 minutes\" \/>\n\t<meta name=\"twitter:label2\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data2\" content=\"joyjaswinski, nickconrad\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/jumpcloud.com\/support\/saml-sso-troubleshooting\",\"url\":\"https:\/\/jumpcloud.com\/support\/saml-sso-troubleshooting\",\"name\":\"Troubleshoot: SAML SSO - 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