Troubleshoot Single Sign-On Admin Self Recovery Option

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Updated:April 14, 2023
Document ID:220390

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    Introduction

    This document describes the Admin Self recovery for Control Hub if Single Sign-On does not work.

    Prerequisites

    Requirements

    Cisco recommends that you have knowledge of these topics:

    • Webex Control Hub.
    • Single Sign-On.

    Components Used

    The information in this document is based on these software and hardware versions:

    • Azure AD ldP.

    The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.                 

    Background

    Previously when an Administrator had a failed log in with Single Sign-On when the ldP or SP certificate expires or if there is an outage for misconfiguration, a user was required to contact Cisco TAC to disable Single SIgn-On from the backend to repair the configuration.

    The Self Recovery option allows users to update or disable Single Sign-On with a secure backdoor API.

    Log In Error

    Single Sign-On compromised: unable to access admin.webex.com or Webex app.

    ErrorError

    Single Sign-On bypass

    Preferably on an incognito browser tab, go to admin.webex.com/manage-sso and enter the admin email.

    LoginLogin

    Select Send One Time Password.

    Login 2Login 2

    A One Time Password PIN sent from webex_comm@webex.com

    Login 3Login 3

    Enter the one-time PIN received and click the Sign In button.

    Login 4Login 4

    In the SSO Recovery Option choose Option 1: disable SSO or Option 2: update certificate and download metadata as needed.

    Login 5Login 5

    Option 1

    Select the toggle Modify your organization's SSO authentication.

    Option 1Option 1

    Confirm action and select the Deactivate button.

    Option 1 - 2Option 1 - 2

    Single Sign-On is successfully disabled and basic Webex authentication is in place.

    Option 2

    Choose a Certificate and upload updated ldP Metadata file.

    Option 2Option 2

    Click Test SSO setup button.

    Option 2 - 2Option 2 - 2

    Once Single Sign-On succeeds, it is safe to Sign Out from the Manage-SSO portal.

    Option 2 - 3Option 2 - 3

    Related Information

    Single Sign-On Integration in Control Hub

    Manage Single Sign-On integration in Control Hub

    Revision History

    Revision Publish Date Comments
    1.0
    14-Apr-2023
    Initial Release
    TAC Authored

    Contributed by Cisco Engineers

    • Josue Vizcaino
      Cisco TAC Engineer

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