Single Sign-On (SSO): Common Issues and Resolutions

The following list is what we observed to be common issues. Sprout will continue to enhance the product and minimize these issues happening in the future.

Issue	Potential Resolution
User able to login but Unauthorized page is seen	This issue can have many causes: 1. Invalid browser cache; Clear cache and try again. 2. SSO users might not have an Employee Profile within Sprout. This can happen under SSO Integration Mode where the User is created on the external identity provider side but the Employee profile does not exist yet in Sprout HR or Payroll. To resolve this, the profile must be created by the admin on Sprout side. The profile must have the same email and username as the user in the external identity provider, 3. The SSO User Account had a problem on our end. This can be fixed by Sprout through coordination with our Support Team.
Creation of Employee is successful but the employee did not receive a new user invitation email	First thing to check is if the email was marked as spam. If still not in spam, probably the email provided was taken already and the system had errors creating the SSO user account due to duplicate email. This can only be fixed by Sprout on our end through our Support Team by providing the username of the affected employee.
Change Password under Profile Menu not working as expected (does not recognize current password) when inside the pages of New Attendance Logs (My Biologs) and Announcements Module	This will be fixed in the latter part of 2023. The behavior will be similar to the home dashboard where the user is redirected to a page where they can change password.
Employee is locked out the system	The common cause is failed login attempts in mobile. As such, the old flow for user unlock must be triggered. Reference: Account Has Been Locked but There Is No Option to Unlock the Account The admin will trigger the unlock account in the 201 file and the employee will receive steps via email to recover the account. There is a step here to add a new password, this password is still saved in the old HR login not in the SSO version. The employee must input a dummy password to unlock their access on their end. Then after successfully performing the unlock steps, the employee or user must now login to SSO using the credentials configured in the forgot password page in HR WEB.
When triggering the “forgot password” step, the user does not see the email invite.	The user can check the spam. If still not there, the HR Admin can recheck the Primary Email Address configured in the 201 profile and then click Save again to update the information on our end.
When triggering the “forgot password” step, the user does not see the email invite.	The user can check the spam. If still not there, the HR Admin can recheck the Primary Email Address configured in the 201 profile and then click Save again to update the information on our end.

Related Article:

Single Sign-On Mode (SSO): Overview