Overview of SSO Maintenance and Troubleshooting
Single sign-on (SSO) is an authentication method that enables users to securely authenticate with multiple applications and websites by using just one set of credentials. Interfolio will partner with Institutional Administrators and the institution's IT department to set up and manage the SSO integration. This article will go over maintaining the SSO integration, FAQs, and common error messages.
Maintain the SSO Integration
In order to preserve the integration, all changes made to the institution's SSO configuration must be communicated to Interfolio. Some examples of these changes are:
- Transitioning to a new Identity Provider (IdP)
- Changing the host server information
- Rotating a certificate
In order to ensure that there are no service interruptions, please reach out to Interfolio Support at help@interfolio.com to inform them of any upcoming changes.
SSO changes will require Interfolio engineering resources. Therefore, notice for any upcoming changes will be required at least two weeks in advance to ensure a smooth transition and no interruption to user logins.
FAQs
How do I edit a user's SSO ID?
Edit a user's SSO ID from within the platform.
Check out these articles on how to Add and Manage Faculty Search Users with SSO, Add and Manage Users with SSO in RPT, and Manage SSO IDs in Faculty Activity Reporting for further instructions for each product.
How much notice does Interfolio require for an SSO update?
Interfolio requires at least two weeks notice for SSO updates. Changes made without providing Interfolio with two weeks notice may result in temporary service interruption for users attempting to login with SSO.
What information does Interfolio need to diagnose an SSO issue?
A HAR file can help Interfolio to identify a user's login trouble as quickly as possible.
Check out this article on how to get a HAR File for Analysis for further instructions on how to download this file.
For changes to the institution's SSO configuration, please reach out to Interfolio Support in order to get a list of information needed to make the update.
Error Messages
| Error | Next Steps |
|---|---|
| HTTP Error 500 / This page is not working |
This is generally caused by a server error. Contact Interfolio Support for help. |
| HTTP Error 404 | This is generally caused by a server error. Contact Interfolio Support for help. |
| shibsp:ListenerException | This is generally caused by a server error. Contact Interfolio Support for help. |
| Unable to verify login (Faculty180) | The user has entered an incorrect password and/or login ID. The admin should confirm the login ID and/or have the user reset their password. |
| This secure.interfolio.com page cannot be found | The link being used to access the platform is outdated. Contact Interfolio Support to get the updated link. |
| opensaml:FatalProfileException | The institution's metadata has been updated. Contact Interfolio Support in order to update the SSO configuration. |
| HTTP Error 404 - idp/profle/SAML2/Redirect SSO | This indicates an IdP issue at the institution. Contact the institution’s IT department for help. |
| Unknown or Unusable Identity Provider | The institution’s metadata has expired. Contact Interfolio Support in order to update the SSO configuration. |
| This site cannot be reached / ERR_CONNECTION_RESET | The institution’s IdP server is down. Contact the institution’s IT department for help. |
| The user sees a blank screen. | This is generally a browser-specific issue. Try to clear the browser’s cookies and cache or use an incognito window. Contact Interfolio Support for additional help if needed. |