SSO Maintenance and Troubleshooting

Single sign-on (SSO) is an authentication method that enables users to securely authenticate with multiple applications and websites by using just one set of credentials. Interfolio will partner with Institutional Administrators and the institution's IT department to set up and manage the SSO integration. This article will go over maintaining the SSO integration, FAQs, and common error messages.

Maintaining the SSO Integration

In order to preserve the integration, all changes made to the institution's SSO configuration must be communicated to Interfolio. Some examples of these changes are:

  • Transitioning to a new Identity Provider (IdP)
  • Changing the host server information
  • Rotating a certificate

In order to ensure that there are no service interruptions, please reach out to Interfolio Support at help@interfolio.com to inform them of any upcoming changes.

SSO changes will require Interfolio engineering resources, therefore we require at least two weeks notice for any upcoming changes to ensure a smooth transition and no interruption to user logins.

FAQs
  1. How do I edit a user's SSO ID?
  2. How much notice does Interfolio require for an SSO update?
    • Interfolio requires at least two weeks notice for SSO updates. Changes made without providing Interfolio with two weeks notice may result in temporary service interruption for users attempting to log in with SSO.
  3. What information does Interfolio need to diagnose an SSO issue?
    • A HAR file can help Interfolio to identify a user's login trouble as quickly as possible. Click here for instructions on how to download this file.
    • For changes to the institution's SSO configuration, please reach out to Interfolio Support in order to get a list of information needed to make the update.
Error Messages

Error

Next Steps
HTTP Error 500 / This page is not working
This is generally caused by a server error. Contact Interfolio Support for help.
HTTP Error 404
This is generally caused by a server error. Contact Interfolio Support for help.
shibsp:ListenerException
This is generally caused by a server error. Contact Interfolio Support for help.
Unable to verify login (Faculty180)
The user has entered an incorrect password and/or login ID. The admin should confirm the login ID and/or have the user reset their password.
This secure.interfolio.com page cannot be found
The link being used to access the platform is outdated. Contact Interfolio Support to get the updated link.
opensaml:FatalProfileException
The institution's metadata has been updated. Contact Interfolio Support in order to update the SSO configuration.
HTTP Error 404 - idp/profle/SAML2/Redirect SSO
This indicates an IdP issue at the institution. Contact the institution’s IT department for help.
Unknown or Unusable Identity Provider
The institution’s metadata has expired. Contact Interfolio Support in order to update the SSO configuration.
This site can’t be reached / ERR_CONNECTION_RESET
The institution’s IdP server is down. Contact the institution’s IT department for help.
The user sees a blank screen.
This is generally a browser-specific issue. Try to clear the browser’s cookies and cache or use an incognito window. Contact Interfolio Support for additional help if needed.