Troubleshooting SSO

Troubleshooting SSO

In this article, you will find guidelines to assist you with the Single Sign-On error in Salesforce. 

Single sign-on is a process that allows network users to access all authorized network resources without having to log in separately to each resource. Using Single Sign-on validates your username and password against the client’s database. Normally these errors are due to inputting the wrong credentials, not being connected to the VPN (Handy SRW, Dizzion SRW, or GlobalProtect), or not being connected to internet through an ethernet cord.

Check Internet Connection

Step 1: Go to Settings

Go to Settings by clicking on the Window icon in the bottom left of your monitor.



Step 2: Click the Gear Icon




Step 3: Click Network & Internet




Step 4: Network Status

On the Status screen, you can see if you are connected by ethernet



Step 5: Ethernet

You can also click on Ethernet on the left menu panel



Does it say Ethernet Network Connected?

Connected to VPN

Step 1: Check VPN

Determining if you are connected to the VPN depends on the Project and VPN that it requires. 
Handy SRW- please visit this Omnipedia article Handy SRW- Installation. There is a section on connecting to the VPN.
Dizzion SRW- please visit this Omnipedia article Dizzion SRW- Login Process.
GlobalProtect- please visit this Omnipedia article Intuit GlobalProtect VPN Connection Check.

Step 2: Disconnect from VPN

If you were already connected to the VPN, disconnect and update Windows.
Visit this Omnipedia article Windows- Updating. 

Step 3: Reconnect to VPN

Reconnect to your VPN and try accessing the program/app. 

Clear Cache and Cookies

Step 1: Open Browser

Open a browser tab and click on the three dots in the upper right corner.


Step 2: More Tools

Click on More Tools.


Step 3: Clear Browsing Data

Click on Clear browsing data...


Step 4: Advanced Tab

Click on the Advanced tab.


Step 5: Time Range

Click on the drop-down arrow next to Time Range. 


Step 6: All Time

Change the Time Range to All time. 


Step 7: Clear Data

Click on Clear Data.


Step 8: May Take Time

Depending on the last time you cleared Cache and Cookies, this may take a few minutes. You can keep an eye on it by watching the status circle. 


Step 9: Close Browser

Close out the browser.


Step 10: Restart PC

Click on the Windows icon in the bottom left of your Monitor. 



Click on the Power Icon



Click on Restart


Step 11: Reconnect to VPN

Reconnect to your VPN and try accessing the program/app.

Important Notes

When updating Windows, keep clicking "Check for updates" until no more updates show. If Windows has an update (Version 1.0) and you update it, when you check for more updates, Windows may have another update (Version 1.2). It is important to update all updates before moving to the next step. 


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