Troubleshoot SSO authentication errors

If a user sees an error when attempting to authenticate using SSO, it usually means there is an issue with their Single Sign-On credentials or the configuration. User access management (who can access Click Boarding) for SSO is managed by your IT Team and Click Boarding does not have access to these settings. 

Common Errors

If only one or a few users are experiencing issues:

• The most common error is going to be caused by the Team Member not having an SSO Identifier or having the wrong SSO Identifier present on their Click Boarding Team Member profile. This value is used by Click Boarding to determine who the user is. To resolve this, add the appropriate SSO identifier for the user. Note that this value was determined at SSO setup. While Click Boarding can help point you in general right direction (e.g. Employee Number is used as the identifier) we cannot provide the exact value for the employee (e.g. John Smith's SSO Identifier should be abc123). Please reference this article for a more detailed overview on SSO Identifier.
• At times users will use incorrect URLs. Make sure that the user is using the production URL for correct client. For the Admin application in Production this URL will be https://sso.clickboarding.com/Login?App=admin&sub=[insert your subdomain her]

If all users are experiencing issues:

• This is likely caused by an expired or incorrect certificate. If this occurs, please reach out to your IT department to request the "metadata" for the Click Boarding SSO setup and provide that to our support team. We will then update the certificate.