Troubleshoot SSO login failures after configuration changes
Restore access when Single Sign-On configuration changes block admin or user logins
A change to your Single Sign-On (SSO) configuration or integration can block admins and users from signing in. Because the login flow depends on components outside the application, the fastest path to resolution is coordinating with your technical integration partner and your IT team.
Common causes
| Symptom | Cause |
|---|---|
| Admins can't sign in after an SSO change | Recent configuration change broke the login flow |
| Issue is hard to diagnose from the application side | Login flow depends on integration components the support team doesn't manage |
| Multiple users locked out at once | SSO issue affecting shared identity provider configuration |
Fix: restore access
- Contact your technical integration partner. They manage the login flow and its configuration and are best positioned to troubleshoot it.
- Give the partner recent change history: what changed, when, and which user roles are affected.
- Ask your IT team to verify the identity provider configuration, metadata, certificates, and any recent updates affecting assertions or trust relationships.
- Open a support case with the application vendor to document the issue and keep product support in the loop.
- Share the case reference with both the integration partner and IT team so all parties work from the same information.
Verify the fix
- Affected admin and user accounts can sign in successfully.
- The identity provider configuration matches the last known working state, or the corrected state agreed with your integration partner.
Troubleshooting tips
Before contacting support:
- Identify affected accounts (for example, admin accounts).
- Record when the issue started.
- Note any recent SSO configuration changes.
During resolution:
- Keep communication centralized. Share logs, metadata files, and the support case link with your integration partner and IT team to avoid repeated requests.
- If a recent change caused the issue, ask the partner or IT team to roll back to the last working configuration.