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Why can't my employee log in via SSO?

Updated

When an employee tries to log in via SSO and receives an error message, there can be several causes. In this article, we address the following error messages:

No access to the online learning platform

If your employee sees this error message when logging in via SSO, there can be three causes:


User account is (not yet) created in Studytube

  • Check in the LMS if the user is listed in Studytube.
  • Are users added via an HR link? Then check if the user is correctly forwarded.


Email address is not recognized

  • Ensure the user tries to log in with the same email address registered in Studytube. These email addresses must be identical.


UID is not recognized

  • Check in the LMS if the user's UID is filled in and matches the UID that the SSO system sends to Studytube.

Forbidden

When you see this error message when logging in, the cause is often specific and not immediately clear. In this case, contact service@studytube.nl and include a screenshot of the error message showing the URL.

500 (Something went wrong)

When you see this error message when logging in, the cause is often specific and not immediately clear. In this case, contact service@studytube.nl and include a screenshot of the error message showing the URL.

SAML Response is not valid. Invalid Signature on SAML Response

This means that the certificate from your SSO provider (e.g., Azure) has expired. In this case, it is best to contact your IT department and ask if they can update the certificate on the SSO provider's side. This often resolves the issue. If you continue to see the error message, contact service@studytube.nl. Include a screenshot of the error message and indicate the steps you have already taken so we can help you quickly.

Error message not from Studytube (URL ends with 'no access')

Unfortunately, Studytube cannot help you with this error message as it is not generated by our system. When you see such an error message, it means you are (not yet) added to the SSO system (e.g., Azure). In this case, contact your organization's IT department. The IT specialist can check if the employee's account exists in the SSO system and can resolve the specific error message.