Troubleshooting SSO (SAML) login failing with white dialog box
Who is this article for?Users who encounter the error when signing in to the desktop client.
IT Administrator permissions are required to resolve the issue.
When launching the desktop client and logging in using SSO (via SAML), you may see a white box containing the word "Success", or a similar box with no text at all. This article explains what causes the issue and how to resolve it.
1. Issue
When authenticating via SSO (using SAML), you will see a dialog box that displays page content from your network's identity server.
Newer IdP servers may publish JavaScript that is not understood by the application's dialog box, and so no page content will be displayed.
While the word "Success" may be displayed, it's not possible to move beyond this page to complete the sign in.
2. Solution
To resolve the issue, upgrade to v6.0.1.8. This version will suppress errors from unknown JavaScript syntax, allowing the login boxes to be displayed.
Are you a ForgeRock user?
Customers using ForgeRock IdP might find that upgrading to v6.0.1.8 does not resolve the issue.
We have found that in newer versions of that IdP, the embedded JavaScript is responsible for more complex behaviour, such as page redirect. This cannot be worked around in v6.0.1.8.
To identify whether this is the case:
- Launch the application.
- Allow the blank box to present.
- Press F5.
- Observe that a Script Error dialog is presented.
In this case, the workaround is to move to a different authentication model (normally FBA).