Objective
This article provides step-by-step guidance to troubleshoot the "Single Sign-On Failed" error message that may occur when customers are attempting to log into their SendGrid account via SSO through resellers such as Azure, Heroku, or Google. For more information and detailed instructions, please refer to this article.
Product
Email
User Account Permission/Role(s) Required
1. Accessing the Splunk Reseller Dashboard
2. Sequel Pro (DB), if needed.
Procedure
Failed SSO attempts from Resellers provide a Request ID on the error screen. You can obtain the request ID from the customer (please ask the customer for the most recent attempt) and input it into this Reseller Dashboard to return the userid and the reason for the error why the client cannot log in:
You can then use this userid in KASI to view additional account details and assist the customer with regaining access to their account.
The dashboard will also show the credential ID if the userid does not appear. From there you can get the credential_id and check Sequel Pro (DB) to get the correct userid linked to this request id:
- Connect to Mail DB
- Click on "Query"
- Select "mail"
- Paste the following query
SELECT user_id FROM credential WHERE id='credential_id_here'
5. Click on "Run Current" to see the userid.
Additional Information