The article outlines solutions to the most common issues users experience when signing in to the Data Republic platform.
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 firstname.lastname@example.org, 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
No relay state in response from identity provider
Could not proceed with authentication request to identity provider.
Could not obtain token from identity provider.
Unexpected error when retrieving token from identity provider.
Unexpected error when handling response from identity provider.
Authentication failed. Could not authenticate with identity provider.
Could not send authentication request to identity provider.
Unexpected error when handling authentication request to identity provider.
Other error messages
Realm not enabled
Invalid or missing action
Login timeout. Please sign in again
The assertion has expired. Please retry signing in
Unexpected error when authenticating with identity provider
Could not process response from SAML identity provider
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.