Application Integration

Application-specific troubleshooting tips

• Freshservice
• Salesforce

Common troubleshooting tips

• Invalid file format.
• Invalid or empty metadata configuration file.
• JWKS possible error cases.
• Refresh token has expired. Please reauthenticate.
• An error occurred on the server when attempting to synchronize.

1. Invalid file format.

• Cause: The selected file is not in XML format.
• Solution: Provide a valid file from the service provider.

2. Invalid or empty metadata configuration file.

• Cause: The Uploaded Metadata file is not a valid service provider metadata file.
• Solution: Provide a valid metadata file from the service provider.

3. JWKS possible error cases:

3.1. JWKS URL is not reachable. Please provide a valid URL.

3.2. Invalid JSON Web Key Set. Please provide a valid URL.

3.3. No keys were found in the JSON Web Key Set. Please provide a valid URL.

• Cause: The provided JWKS URL is invalid and when Identity360 attempts to reach it, an error occurs.
• Solution: Verify that the provided URL is a valid JWKS URL and is accessible.

4. Refresh token has expired. Please reauthenticate.

• Cause: The Connection provided might have been invalidated or could not be renewed.
• Solution: Either reauthenticate the same connection or a create a new one to use.

5. An error occurred on the server when attempting to synchronize.

Cause: The specific application may allow a higher character threshold for user attributes mapped with Identity360, which could exceed the character limit of Universal Directory attributes.

Solution:

• Compare the maximum character limit for the mapped user attributes in both the application and Universal Directory.
• Make sure the attribute value in the application does not exceed Universal Directory's character limit.