If you’ve set up your SAML connection but are getting an error message, there are several common issues you can easily troubleshoot. This article contains information about common SAML errors and how to troubleshoot them.
If you’re getting an error on your IdP
Access Not Granted to your ZenVideo SAML App
You may not have been given access to the ZenVideo SAML app you’ve set up in your IdP. Reach out to your IT team to ensure you’ve been given access to the ZenVideo SAML app so you can log in.
Unauthorized Device
If your organization requires your device to be registered with the company in order to use SSO, you may get an error trying to access ZenVideo from an unregistered device (like a personal computer or phone). This could also occur if your organization requires you to access your company network or VPN. Ensure you’re logging into ZenVideo while abiding by all the rules of your organization in order to get access to ZenVideo using SSO.e2q
If you’re getting an error on vimeo.com
ZenVideo Entity ID & ACS URL copied incorrectly
Ensure that you copy and paste the ZenVideo Entity ID & ACS URL correctly from ZenVideo into your SAML app in your identity provider. You can use the clipboard icon to ensure you copy the entire value before pasting it in your IdP. You may have also swapped these values and pasted them in the incorrect fields - check out our articles for common IdPs to make sure you’re following the correct steps.
SAML attributes not mapped correctly
Ensure that you’ve set up the correct SAML attributes for ZenVideo using the following exact syntax:
- firstName
- lastName
- groups (optional)
If you’re not able to set up custom attributes in your IdP, you can map your fixed attributes to ZenVideo’s necessary attributes using the attribute mapping section in the Admin SSO Console. Creating an attribute mapping on ZenVideo is optional.
IdP certificate not pasted correctly
Ensure that you’ve uploaded or pasted the entire SAML certificate from your IdP. Your certificate must include the necessary header and footer.
You should also ensure that you upload the certificate file and not the full metadata file.
IdP sign-in URL not pasted correctly
Ensure that you’ve copied and pasted the correct sign-in URL from your IdP into ZenVideo. Users will be redirected to this URL to authenticate using your IdP.
Provisioning set up incorrectly
Ensure that you’ve set up the correct provisioning settings for your use case. Read here about Recommended SSO Configurations. If users aren’t being provisioned, ensure you’ve either claimed the domain in their email, set up SCIM provisioning correctly, or manually invited them to the team.
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