If a user can’t sign in using SSO, the issue is usually temporary or related to account settings or configuration. You can use the steps below to identify and resolve the problem.
📌 Note: You need HR Admin permissions to check SSO settings and user account status.
Check for temporary system issues
Some Shibboleth errors occur when system resources are temporarily unavailable.
Wait a few minutes and try again.
The system usually resolves this automatically.
If the issue happens frequently:
Record when it occurs.
Share timestamps with your IT team for investigation.
Check SSO is enabled for the user
Click HR Admin, then click Setup.
Click Enable/disable for users in the SAML settings.
Find the user.
Ensure Allow single sign-on is set to Default.
Check the user account status
Click My Admin, then click View another user.
Select the user, then click System.
Ensure Account validation is set to Yes.
If the account is suspended:
Reinstate the user if needed.
Check the user email address
Confirm the email address in TeamSeer matches the one used in your SSO system.
A mismatch will prevent the user from signing in.
Confirm with your IT team
If the issue continues:
Check SSO configuration settings.
Confirm Shibboleth or SAML hasn’t been disabled.
Review logs using the recorded timestamps.