Legacy Mend UI - SAML Troubleshooting

Problem

After completing the SAML integration configuration, Mend login fails

Solution

IMPORTANT: Troubleshooting should be performed on Google Chrome browser, “Incognito” mode. For more information on how to open “Incognito” window, please see https://support.google.com/chrome/answer/95464?co=GENIE.Platform%3DDesktop&hl=en

Verify that the Mend URL redirects to the IdP login window:

a. In the “incognito” window, paste the Mend URL that was provided after the SAML integration configuration was completed, e.g. https://saas.whitesourcesoftware.com/Wss/WSS.html#!login;orgToken=2d171d17-38a3-44a7-87a3-93f2c1518825

b. You should be redirected to your IdP login page, in which you should authenticate yourself using your credentials

2. Verify that once authenticated, the IdP redirects the user back to Mend, to the Home Page. This part is controlled by the SAML configuration on the IdP side

In case the post-authentication step fails, you should do the following:

a. Install the SAML chrome panel extension in the Chrome browser

i. Install it from here https://chrome.google.com/webstore/detail/saml-chrome-panel/paijfdbeoenhembfhkhllainmocckace?hl=en

ii. Grant this extension permission to work in “Incognito” mode

b. Open the SAML panel tab.

c. In “Incognito” mode, repeat the SAML login process up until the error page.

d. Collect the data from the SAML tab.

e. Check the “response” part, and locate the missing information: nameId, emailAdress, etc.

f. If necessary, copy the whole log from the SAML tab, and send it to Mend for further investigation.