Troubleshooting

Single Sign-On for a Zendesk user can fail due to configuration issues on Ivanti Connect Secure, PingOne,, Zendesk Service Provider, Ivanti Secure Access Client or Pulse Workspace. To troubleshoot issues with Single Sign-On:

1.On ICS, under Maintenance > Troubleshooting, enable the event codes – “saml, auth” at level “50” and collect debug logs. Enable Policy Tracing and capture the Policy traces for the specific user.

2.Check System > Log/Monitoring > User Access > Log for SAML AuthNRequest and Response for the specific user. Verify if ‘Subject Name’ is proper in the SAML Response.

3.Log in to PingOne Domain as admin. Navigate to Dashboard-> Reports. Check the notifications to debug the failures.

4.On mobile device, open Ivanti Secure Access Client and Send Logs to your administrator.