The article outlines solutions to the most common issues users experience when signing in to the Data Republic platform.

  1. Single Sign-On errors
  2. Password issues;
  3. Firewall issues.

Single Sign-On errors

Our SSO solution is in Beta and you may come across error messages during the configuration process. We've compiled a list of the error messages that might occur whilst setting up Single Sign-On (SSO) for your organization and how to go about troubleshooting them. Please also let your Data Republic Customer Success Manager, or email support@datarepublic.com, know about any errors you encounter as they will be used to improve our processes and product.

Aren't using SSO and would like to?

Errors during authentication via SSO

Error Message

Troubleshooting

No relay state in response from identity provider

  1. Review the details you have entered in Advanced Options tab on Data Republic and compare to what was provided by your IT Department. (Check for things like extra spaces before or after what you have entered)
  2. Request your IT Department to review the logs from your Identity Provider (IdP)
  3. Raise a support ticket for Data Republic logs to be reviewed

Could not proceed with authentication request to identity provider.

  1. Review the details you have entered in Advanced Options tab on Data Republic and compare to what was provided by your IT Department. (Check for things like extra spaces before or after what you have entered)
  2. Raise a support ticket for Data Republic logs to be reviewed

Could not obtain token from identity provider.

  1. Review the details you have entered in Advanced Options tab on Data Republic and compare to what was provided by your IT Department. (Check for things like extra spaces before or after what you have entered)
  2. Request your IT Department to review the logs from your Identity Provider (IdP)
  3. Raise a support ticket for Data Republic logs to be reviewed

Unexpected error when retrieving token from identity provider.

  1. Organisation admin needs to review the SAML configuration
  2. Organisation admin needs to request organisation support to look at logs in the provided identity provider
  3. Platform admin needs to request platform support to look at logs in the access management service

Unexpected error when handling response from identity provider.

  1. Review the details you have entered in Advanced Options tab on Data Republic and compare to what was provided by your IT Department. (Check for things like extra spaces before or after what you have entered)
  2. Request your IT Department to review the logs from your Identity Provider (IdP)
  3. Raise a support ticket for Data Republic logs to be reviewed

Authentication failed. Could not authenticate with identity provider.

  1. Request your IT Department to verify the user authorisation in the your identity provider
  2. Request your IT Department to review the logs from your Identity Provider (IdP)

Could not send authentication request to identity provider.

  1. Review the details you have entered in Advanced Options tab on Data Republic and compare to what was provided by your IT Department. (Check for things like extra spaces before or after what you have entered)
  2. Raise a support ticket for Data Republic logs to be reviewed

Unexpected error when handling authentication request to identity provider.

  1. Review the details you have entered in Advanced Options tab on Data Republic and compare to what was provided by your IT Department. (Check for things like extra spaces before or after what you have entered)
  2. Raise a support ticket for Data Republic logs to be reviewed

Other error messages

Message

Troubleshooting

HTTPS required

  1. Raise a support ticket for Data Republic logs to be reviewed

Realm not enabled

  1. Raise a support ticket for Data Republic logs to be reviewed

Invalid Request

  1. Raise a support ticket for Data Republic logs to be reviewed

Invalid requester

  1. Raise a support ticket for Data Republic logs to be reviewed

Invalid or missing action

  1. Raise a support ticket for Data Republic logs to be reviewed

Login timeout. Please sign in again

The assertion has expired. Please retry signing in

Unexpected error when authenticating with identity provider

  1. Raise a support ticket for Data Republic logs to be reviewed

Could not process response from SAML identity provider

  1. Raise a support ticket for Data Republic logs to be reviewed

Other messages

  1. Raise a support ticket for Data Republic logs to be reviewed

Invalid username or password

This error commonly occurs if you have entered your username or password incorrectly.

1. Retry signing in

2. Reset your password using the "Forgot Password" link

If you do not receive an email with instructions on how to reset your password, please contact your Organization Administrator to confirm they have set you up with an account or follow these instructions to log a support ticket.

Incorrect firewall settings or domain whitelisting

Typically these errors present by being presented with a blank screen like the below when you sign in;

Or, a Connection error message displaying in addition to a blank screen.

1. Try to sign in using the browser on your mobile. This will confirm if your inability to access the Data Republic platform is because of your organization's network of VPN settings.

2. If you are able to login successfully from your mobile, the next step is to liaise with your IT department and arrange for the Data Republic platform domains and ports to be whitelisted.

3. If signing in from your mobile is unsuccessful, please follow these instructions to log a support ticket.

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