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Troubleshoot SSO issues

Resolve SSO login failures, app visibility issues, and Google Workspace re-authorization problems

This article covers common SSO problems and their solutions. Use this guide to diagnose authentication failures, credential issues, and permission problems before contacting support.

SSO app does not appear on the user's dashboard

Why this happens: The app is not assigned to the user's school or role.

How to fix:

  1. Go to Change SSO app assignments.
  2. Verify the app is assigned to the user's school and user type.
  3. Update assignments if necessary.
  4. Wait a few minutes for changes to take effect.
  5. Have the user log out and back in to the SchoolDay Portal.

User clicks app but authentication fails or login prompt appears

Why this happens:

  • Identity provider is misconfigured or certificates have expired
  • SAML metadata exchange is incomplete
  • User is logging in with a different Google account (if using Google)
  • IdP has lost trust with SchoolDay or the application

How to fix:

  1. Verify the identity provider is configured and active in SchoolDay. See Configure identity providers
  2. If using Google, confirm the user selects the school-associated Google account at login.
  3. For SAML apps, check that SAML metadata has been exchanged with the application vendor.
  4. Verify the identity provider certificates have not expired.
  5. Test with a different user role to determine if the issue is role-specific or global.
  6. If the issue persists, contact SchoolDay Customer Support.

Re-authorize SchoolDay access to Google Workspace

SchoolDay loses access to Google Workspace when permissions change or are revoked. See Reset SchoolDay access to Google Workspace for detailed steps.

Next steps