This guide helps you diagnose common Single Sign On issues.
Most SSO issues can be resolved by:
- confirming IdP setup and assignments
- validating attributes
- understanding role behavior
Use the steps below to help diagnose your SSO challenges.
Step 1: Confirm Your SSO Setup Is Complete
Check with your IT administrator that:
- Your identity provider (Okta, Entra, etc.) has an AllVoices application configured
- The application is marked Active in your IdP
- Required values (SSO URL, certificate, identifiers) were provided during setup
- Users are assigned to the AllVoices application in the IdP
If your IT team has not completed setup, SSO will not work.
➡️ If setup is complete and users are assigned, continue to Step 2.
Step 2: Confirm Users Are Assigned to the Correct AllVoices App in Your IdP
Some IdPs support multiple app configurations for the same service.
Common issues include:
- Multiple AllVoices apps (test vs live, old vs new)
- Users assigned to an outdated or inactive app
- Login attempts routed through the wrong configuration
Ask your IT team to confirm:
- There is one active AllVoices app
- Affected users are assigned to that app
- Login attempts use the correct app configuration
➡️ After confirming, retry login.
Step 3: Observe the Login Outcome
Try logging in via SSO and note:
- Do any users successfully log in?
- Does login fail for all users or only some?
Is there an error message or redirect loop?
What this indicates:
- No users can log in → configuration issue
- Some users can log in → assignment or attribute issue
- Users log in but see limited access → role or permission mapping
➡️ Use this to guide the next steps.
Step 4: Verify Required User Attributes Are Sent
AllVoices requires specific user attributes (such as email) to authenticate users.
Confirm that:
- Required attributes are included in the IdP configuration
- Attribute names match expected values
- Attribute values are populated for all users
Common issues:
- Missing or empty attributes
- Incorrect attribute mapping
- Custom attributes not included
➡️ Update mappings and retry login if needed.
Step 5: Check Role and Permission Behavior
If users can log in but cannot access expected features:
Confirm:
- Roles are assigned correctly in AllVoices
- Any role mapping from the IdP is configured as intended
- Users understand default access behavior
Role issues are often mistaken for SSO failures.
Still having issues?
Contact AllVoices support or your CSM if:
- SSO setup is complete and users are correctly assigned
- Required attributes are confirmed
- Login still fails or behaves inconsistently
When contacting support, please include:
- Your IdP name (Okta, Azure AD, etc.)
- Screenshot of IdP configuration
- Example user email(s)
- Error message(s) or screenshots, with full URL that contains the correlation ID