Cisco WebEx Meetings Server Troubleshooting Guide
Single Sign-On
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Single Sign-On

This section includes troubleshooting topics about single sign-on (SSO) issues.

SSO Fails After Completing Disaster Recovery Operation

Problem    When a user completes a disaster recovery operation, SSO fails due to expired certificates.
Possible Cause    Existing SSO certificates were installed before the application was installed.
Solution    Reinstall SSO certificates after completing Disaster Recovery Operation. After you perform your restoration on the disaster recovery system, sign in to the Administration site and select Settings > Security > Certificate > SSL Certificate > Generate CSR.Under More Options, select Download CSR to download the generated CSR. Use the CSR to obtain a new SSL Certificate. Refer to the "Generating SSL Certificates" section of the Administration Guide for more information. Import your new SSL certificate by selecting Settings > Security > Certificate > More Options (Import SSL Certificate). Import the same SSL certificate into your ADFS (Active Directory Federation Service) for the site URL's relay party.

SSO Protocol Error

Problem    You receive the error message, "SSO protocol error. Contact your administrator for further support."
Possible Cause    Your SSO administration site or IdP configuration contains errors.
Possible Cause    SSO is not enabled.
Possible Cause    Some or all of the required IdP attributes are not configured: firstname, lastname, email.
Possible Cause    The NameID parameter of your SAML is not set to email.
Solution    If you are unable to determine the cause of your SSO protocol error, generate a log and contact the Cisco TAC for further assistance. If you believe the cause is one of the above, make sure the required IdP attributes are configured and make sure the following IdP attributes are set to the user's email address: uid, SAML_SUBJECT..

SSO Redirection Has Failed

Problem    A user attempts to sign in and receives a "SSO Redirection Failed" message. The user is directed to an administrator for help.
An IdP attribute value in the user's account has violated account regulations. The following error messages can appear as a result of this problem:
  • Possible Cause    SSO protocol error. Contact your administrator for further support. See SSO Protocol Error for more information.
  • Possible Cause    No user account found in the system. Contact your administrator for further support.
  • Possible Cause    No X.509 certificate found in the system. Contact your administrator for further support.
  • Possible Cause    X.509 certificate has expired. Contact your administrator for further support.
  • Possible Cause    User account is locked. Contact your administrator for further support.
  • Possible Cause    User account is expired. Contact your administrator for further support.
  • Possible Cause    User account has been deactivated. Contact your administrator for further support.
  • Possible Cause    SAML assertion is expired. Contact your administrator for further support.
  • Possible Cause    Invalid Response message. Contact your administrator for further support.
  • Possible Cause    Auto Account Creation failed. Contact your administrator for further support. See Auto Account Creation or Auto Account Update Has Failed for more information.
  • Possible Cause    Auto Account Update failed. Contact your administrator for further support. See Auto Account Creation or Auto Account Update Has Failed for more information.
  • Possible Cause    SSO protocol error. Contact your administrator for further support.
  • Possible Cause    No user name found in SAML assertion. Contact your administrator for further support.
  • Possible Cause    Only POST request is supported. Contact your administrator for further support.
  • Possible Cause    Incorrect SAML SSO POST data. Contact your administrator for further support.
  • Possible Cause    A Cisco WebEx Meetings Server certificate has not been imported into the SAML IdP.
  • Possible Cause    The site is not allowed to use SSO. Contact your administrator for further support.
  • Possible Cause    Incorrect X.509 certificate to validate SAML assertion. Contact your administrator for further support. See Incorrect X.509 Certificate to Validate SAML Assertion for more information.
  • Possible Cause    Loading configuration error. Contact your administrator for further support.
  • Possible Cause    The value of NameQualifier does not match site URL. Contact your administrator for further support.
  • Possible Cause    Unable to reach Assertion Party. Contact your administrator for further support.
  • Possible Cause    Failed to resolve SAML Artifact. Contact your administrator for further support.
  • Possible Cause    Invalid SAML Assertion. Contact your administrator for further support.
  • Possible Cause    Recipient does not match webex.com. Contact your administrator for further support.
  • Possible Cause    SAML assertion is unsigned. Contact your administrator for further support.
  • Possible Cause    User role is not allowed to login. Contact your administrator for further support.
  • Possible Cause    Invalid RequestedSecurityToken. Contact your administrator for further support.
  • Possible Cause    Invalid digital signature. Contact your administrator for further support.
  • Possible Cause    Untrusted Issuer. Contact your administrator for further support.
  • Possible Cause    Name Identifier format is incorrect. Contact your administrator for further support.
  • Possible Cause    Unable to generate AuthnRequest. Contact your administrator for further support.
  • Possible Cause    Unable to generate Logout Request. Contact your administrator for further support.
  • Possible Cause    InResponseTo does not match the request ID. Contact your administrator for further support.
  • Possible Cause    Invalid Request message. Contact your administrator for further support.
  • Possible Cause    Auto Account Creation failed. Contact your administrator for further support.
  • Possible Cause    Auto Account Update failed. Contact your administrator for further support.
  • Possible Cause    Update user privilege failed or user is not allowed to update user privilege. Contact your administrator for further support.
Solution    Examine your URL API to determine which account values are causing the failure. Refer to the "Setting and Changing SSO URL API Parameters" section in the Planning Guide for more information.

SSO Error Codes

The following table lists the SSO error codes.
Error Description Error Code
SSO protocol error 1
No user name found in SAML assertion 2
No user account found in the system 3
No X.509 certificate found in the system 4
Only POST request is supported 5
Incorrect SAML SSO POST data 6
The site is not allowed to use SSO 7
Incorrect X.509 certificate to validate SAML assertion 8
Loading configuration error 9
The value of NameQualifier does not match site URL 10
Unable to reach Assertion Party 11
Failed to resolve SAML Artifact 12
Invalid SAML assertion 13
Recipient does not match webex.com 14
X.509 certificate has expired 15
User account is locked 16
User account is expired 17
User account has been deactivated 18
SAML assertion is expired 19
SAML assertion is unsigned 20
User role is not allowed to login 21
Invalid RequestedSecurityToken 22
Invalid digital signature 23
Untrusted Issuer 24
Name Identifier format is incorrect 25
Unable to generate AuthnRequest 26
Unable to generate Logout Request 27
InResponseTo does not match the request ID 28
Invalid Response message 29
Invalid Request message 30
Auto Account Creation failed 31
Auto Account Update failed 32

SSO Does Not Work with iOS Devices

Problem    Single Sign-On is not working with your iOS device.
Possible Cause    There is a known issue with Apple iOS 6.x, where Single Sign-On (SSO) does not work for internal users of iPad/iPhone who are using the Safari 6 web browser. This is due to an Apple defect that is fixed in iOS 7. The Safari bug ID is 13484525.
Solution    Use a different web browser. This release of Cisco WebEx Meetings Server has been tested to work with Firefox 10 - 25 and Chrome 23 - 31 on the Mac operating system.