SSO issues can be frustrating, especially when some people can log in and others cannot. One important thing to remember: there are at least two possible sources of the problem—the Vanilla platform and your identity provider (IdP). Before opening a ticket, gather these four details:
- Who is affected? Is it one user, a group of users, or everyone?
- What exactly happens? Include the full error message, the page URL, and the approximate time it occurred.
- What changed recently? Note any updates to your identity provider, certificate, SSO settings, or user permissions.
- Where does it happen? Tell us whether the issue occurs in staging, production, or both—and which browser was being used.
