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SAML Apps Troubleshooting

Test Configuration Failed

  • If the test configuration has been performed in the plugin's IDP configuration tab and results Test Failed, the possible causes are listed below.

    • A. Error Code: INVALID_SIGNATURE

  • Description: This issue comes when the configured certificate in the plugin's configure IDP tab did not match the Certificate in SAML Response.

    • How can it be fixed?:

  • Copy Expected Certificate from Test window.
  • Paste it in IDP Signing Certificate text box in Configure IDP Tab.
  • Save settings.

    • Test failed
    B. Error Code: INVALID_CONDITIONS

  • Description: This issue generally comes up when the Application(Jira,Confluence,Bitbucket,Bamboo and fisheye) server's time is not within the time interval specified by IDP in SAML Response. Hence, the SAML Response gets invalidated and SAML app is unable to proceed it even if the difference is in milliseconds.

    • How can it be fixed?:

  • Read Resolution in the Test window and note the value of the minutes which you need to set in Validate SAML Response.
  • Go to the SSO settings tab in the plugin scroll down to Advanced SSO settings and change the value of Validate IDP's SAML Response to minutes mentioed in Test window and save it.
  • Go to Configure IDP tab in the plugin try Test configuration again.

    • Test failed
    C. Error Code: INVALID_ISSUER

  • Description: This problem will come when the IDP entity ID / Issuer configured in the plugin does not match with the IDP Issuer.

    • How can it be fixed?:

  • Copy the value of the Issuer from the Test window. For the reference shown in the picture below.
  • Paste it in the IDP Entity/Issuer text field in the configure IDP tab of the plugin.
  • Save settings.

    • Test failed

SAML SSO Failed

  • If the Test Configuration Results Success and SAML SSO Failed, the possible causes are listed below. Please check URL and find below mentioned parameter in URL.
    • A. Error Code: samlerror=cant_signin_no_access

  • Description: This problem will come when user try to login in Atlassian application and user has no permission to Login.

    • Test failed
    How can it be fixed?:

  • Add user to a application group which gives login permission.
  • Follow this knowledgeBase to assign a group to user which gives access to the application.

    • B. Error Code: samlerror=cant_signin_no_license

  • Description: No license exists. Single Sign-On will not work unless app license is applied.

    • How can it be fixed?:

  • Update license in manage apps sections.
    • C. Error Code: samlerror=cant_signin_check_configuration

  • Description: This issue is caused by multiple reasons and all are listed below.
    • 1. The creation of new users may be restricted.

    How can it be fixed?:

  • Please check configuration in the User's Group tab of plugin.

    • 2. It seems multiple user exits with same email address.

    How can it be fixed?:

  • Please ensure email for all user should be unique if you have enabled Login with email in the Users profile tab of the plugin.

    • 3. Username not received in the SAML Response.

    How can it be fixed?:

  • Navigate to Configure IDP tab in plugin.
  • Click on Test Configuration button.
  • Copy attribute name to Username.
  • Now, Navigate to the User's profile tab in the plugin.
  • Paste copied attribute name Username text field.
  • Save Settings.