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Troubleshooting Common Issues

PlatformAxion SSO Troubleshooting By Bryan Caddy Nov 30, 2025 9:39 PM 3 views

Troubleshooting Common Issues

Login Issues

Can't Log In - Invalid Credentials

Symptoms: Error message "Invalid credentials or tenant"

Solutions:

  1. Verify tenant name

    • Check spelling and case
    • Ensure no extra spaces
    • Confirm with administrator

  2. Check email address

    • Use complete email
    • Verify no typos
    • Try copy-paste to avoid errors

  3. Reset password

    • Click "Forgot Password" (if available)
    • Contact administrator for reset
    • Check spam folder for reset email

  4. Account status

    • Verify account is active
    • Check if account is locked
    • Contact administrator

Rate Limited - Too Many Attempts

Symptoms: "Too many login attempts. Please try again in 5 minutes."

Cause: Security feature prevents brute force attacks after 5 failed login attempts

Solutions:

  • Wait 5 minutes before trying again
  • Verify you're using correct credentials
  • Contact administrator if locked out
  • Clear browser cache and cookies

MFA Code Not Working

Symptoms: "Invalid verification code"

Solutions:

  1. Check time sync

    • Go to phone Settings > Date & Time
    • Enable "Automatic date & time"
    • Time must be accurate for TOTP

  2. Wait for new code

    • Codes expire every 30 seconds
    • Wait for fresh code to generate

  3. Use backup code

    • Click "Use backup code"
    • Enter one of your saved backup codes
    • Each code works only once

  4. Contact administrator

    • Request MFA reset
    • Will need to set up MFA again

Application Integration Issues

Application Not Launching

Symptoms: Error when clicking "Launch" button

Solutions:

  1. Check application status

    • Verify app is active
    • Confirm you have access
    • Check with administrator

  2. Clear browser cache

    • Clear cookies and cache
    • Try incognito/private mode
    • Try different browser

  3. Check redirect URI

    • Verify app configuration
    • Ensure URI is correct
    • Contact app administrator

Token Validation Failed

Symptoms: Application shows "Invalid token" or authentication error

Solutions:

  1. Verify app secret

    • Ensure using App Secret (not JWT Secret)
    • Check for typos or extra spaces
    • Regenerate secret if compromised

  2. Check token algorithm

    • Must use HS256
    • Verify JWT library configuration
    • Review integration code

  3. Check expiration

    • Tokens expire after 1 hour by default
    • Implement token refresh
    • Use refresh tokens for long sessions

  4. Clock sync

    • Ensure server time is accurate
    • Check NTP configuration
    • Verify timezone settings

OAuth Authorization Fails

Symptoms: Error during OAuth flow

Solutions:

  1. Invalid redirect_uri

    • Must match configuration exactly
    • Check trailing slashes
    • Verify protocol (http vs https)

  2. Invalid client credentials

    • Verify Client ID
    • Check Client Secret
    • Ensure not expired

  3. Missing or invalid state

    • Implement CSRF protection
    • Generate random state value
    • Validate state on callback

MFA Issues

Lost Authenticator App

Solutions:

  1. Use backup code

    • Access saved backup codes
    • Use one to log in
    • Disable and re-enable MFA

  2. Contact administrator

    • Request MFA reset
    • Set up new authenticator
    • Save new backup codes

Backup Codes Not Working

Causes:

  • Code already used (single-use only)
  • Typo in code entry
  • Codes regenerated (old ones invalid)

Solutions:

  • Try different backup code
  • Ensure no spaces or typos
  • Contact administrator for reset

Profile and Settings Issues

Can't Update Profile

Solutions:

  1. Check permissions

    • Verify you can modify profile
    • Some fields may be read-only
    • Contact administrator

  2. Validation errors

    • Email must be valid format
    • Required fields must be filled
    • Check for error messages

Password Change Fails

Common Issues:

  • Current password incorrect
  • New password doesn't meet requirements
  • New password same as current

Password Requirements:

  • Minimum 8 characters
  • Uppercase and lowercase letters
  • At least one number
  • At least one special character

Admin Panel Issues

Can't Access Admin Panel

Causes:

  • Not an administrator
  • Permissions insufficient
  • Session expired

Solutions:

  • Verify your role is "Administrator"
  • Log out and log back in
  • Contact super admin for role assignment

Changes Not Saving

Solutions:

  1. Check for errors

    • Look for validation messages
    • Ensure all required fields filled
    • Check browser console

  2. Session timeout

    • Log out and log back in
    • Make changes again
    • Increase session timeout if needed

  3. Browser issues

    • Clear cache and cookies
    • Try different browser
    • Disable browser extensions

Performance Issues

Slow Login

Solutions:

  • Clear browser cache
  • Check network connection
  • Try different browser
  • Contact administrator if persistent

Dashboard Loading Slowly

Solutions:

  • Reduce number of visible applications
  • Clear browser cache
  • Check internet speed
  • Try at different time

Email Issues

Not Receiving Emails

Check:

  1. Spam/junk folder
  2. Email address correct
  3. Email service status
  4. Firewall not blocking

Solutions:

  • Whitelist sender domain
  • Check email filters
  • Try alternative email
  • Contact administrator

Invite Link Not Working

Causes:

  • Link expired
  • Link already used
  • Link malformed

Solutions:

  • Request new invite
  • Check expiration date
  • Don't modify link URL
  • Contact administrator

Browser Compatibility

Supported Browsers

  • Chrome 90+
  • Firefox 88+
  • Safari 14+
  • Edge 90+

Known Issues

Internet Explorer: Not supported Old browser versions: May have display issues

Solutions:

  • Update to latest browser version
  • Use supported browser
  • Enable JavaScript
  • Clear browser cache

Security Headers and CSRF

CSRF Token Validation Failed

Symptoms: "CSRF token validation failed" error on form submission

Causes:

  • Session expired
  • Multiple tabs/windows
  • Browser cached old form

Solutions:

  1. Refresh the page

    • Press F5 or Ctrl+R
    • Form will get new CSRF token
    • Submit again

  2. Clear browser cache

    • Close all SSO Portal tabs
    • Clear cookies for the site
    • Log in again

  3. Check session timeout

    • Extend session if needed
    • Work more quickly if timing out
    • Save work frequently

Getting Help

Before Contacting Support

Gather this information:

  • Username/email
  • Tenant name
  • Browser and version
  • Error message (exact text)
  • Steps to reproduce
  • Screenshots if applicable

Contact Options

Tenant Administrator:

  • For user account issues
  • Access problems
  • Application access

Super Administrator:

  • For system-wide issues
  • Tenant configuration
  • Technical problems

Audit Logs

Administrators can check:

  1. Admin > Audit
  2. Filter by your username
  3. Find failed events
  4. Share with support team

Prevention Tips

Avoid Common Issues

  • Keep password manager updated
  • Save MFA backup codes securely
  • Use supported browsers
  • Keep browser updated
  • Don't share credentials
  • Log out when finished
  • Report suspicious activity

Best Practices

  • Enable MFA on all accounts
  • Use strong, unique passwords
  • Review security settings regularly
  • Keep contact info updated
  • Monitor account activity
  • Report issues promptly

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