Troubleshooting Single Sign On

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Introduction Hornbill's Single Sign On implementation is designed to present you with helpful error messages in situations where something may not be quite right. This page outlines the common scenarios and what to do to overcome them. If the SSO is enabled and not working correctly, this will manifest itself as one or more users being unable to login. If it becomes necessary to disable a single sign on profile, it is possible to do this using the Hornbill "admin" account. The Single Sign on Profile can be bypassed using this URL: https://admin.hornbill.com/<instance_id>/?ESPBasic=true which allows you to login using the "admin" account and take the necessary action to correct the configuration or disable the single sign on Profile altogether. The <instance_id> needs to be replaced with the ID of your instance. The user will have the option to log into Hornbill using the Hornbill user ID and password thus bypassing the SSO profile.

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Common Issues

"The public certificate used for signing the assertion is not known to the service provider...." A common cause of this error message is that the signing certificate stored in your Identity provider has been renewed and therefore no longer matches the SSO certificate you have stored in Hornbill. Some Identity Providers (such as ADFS) automatically renew signing certificates periodically. By default, the ADFS AutoCertificateRollover property is set to true so the certificates will change automatically without any direct action. Simply put, this error message indicates that the signing certificate given to Hornbill by your identity provider does not match any of the certificates currently stored in the Hornbill SSO Profile. Corrective Action This can be rectified by uploading a new certificate key to the Hornbill SSO Profile. Please contact the security or administration team within your company to request for a refreshed ADFS Server certificate key. As a general principle, we advise that the team responsible for security or administration within your company can schedule a task to update the Hornbill SSO profile with the new certificates, prior to their expiry. For instructions on uploading your IdP meta data into the Hornbill SSO Profile (which includes signing certificates) click the following link: Single Sign on Profiles Also this error may occur if you attempt to use multiple SSO profiles with the Customer Portal at one time. Although not currently possible this feature should be configurable from the admin tool in a future release.

This error message indicates that the certificate given to Hornbill by your identity provider does not match any of the certificates currently stored in the Hornbill SSO Profile.