The following list provides a starting point for troubleshooting problems with the enterprise federation setup in the Omnissa Cloud Services Console.
For additional pointers, search this documentation center and the Omnissa Knowledge Base system.
| Problem | Description |
|---|---|
| Log in validation failure with Error (4xx). | Review the federation setup configuration for the following: - Check if the identity provider is set correctly in the Service Provider configuration. Make sure that the Name Identifier is sent correctly in the SAML response. Note: To verify the information in the SAML response, you can use a SAML-tracer browser extension. First, look at the SAML request to see what are the requested attributes. For example, NameID format. Next, look at the SAML response and search for the NameID format there. The two must match. - Check if the Name ID Format and Authentication Methods are set correctly in the identity provider configuration of the Configure Identity Provider step. - Check if the value for User Identification Preference is set correctly in the Configure Identity Provider step. The User Identification Preference setting is what you enter in the Cloud Services Console login page and can be one of the following: user@domain, Email, or UPN. - Check if the user who initiated the Validate Login flow is synchronized in the Sync groups and users step. |
| User Auth Service and Directory Sync Service not running after successful installation of the Omnissa Access Windows connector. | Check the Omnissa Access tenant configuration: - Ensure you can ping the Omnissa Access tenant from the Windows or virtual machine where you installed the Omnissa Access connector. You can get the Omnissa Access tenant URL from the description of the Management Organization for your enterprise. - Ensure that access to the Omnissa Access tenant is not blocked and that *.workspaceoneaccess.com is added to your enterprise firewall allowed list. - Check if you are using a Proxy. If so, you must rerun the installer selecting the Custom installation option and provide the Proxy details during the installation. - Check the Omnissa Access connector logs for errors. To view the User Auth service log, open INSTALL_DIR\Workspace ONE Access\User Auth Service\logs\eas-service.log. To view the Directory Sync service log, open INSTALL_DIR\Workspace ONE Access\Directory Sync Service\logs\eds-service.log. |
| Opening Step 2/Step 3/Step 4 of the self-service federation workflow takes too long and eventually results in Error 500. | If you are using incognito mode browser, you can either check your browser's settings and ensure that "Block third-party cookies" is not selected, or switch to non-incognito browser mode. |
| It takes too long to perform an operation in the Enterprise Federation dashboard and result is Error 500. | Same as above. |
| Omnissa Accessconnector sync fails. | Group and user sync can fail if: - There is a network issue that interrupts the connection between the connector and the Active Directory. - Bind User credentials (Bind DN/passwords) have changed. - Bind User password has expired. |
| User login redirects to My Omnissa instead of your corporate identity provider. | If users are logging in from corporate domains or subdomains that are not registered for federation with Omnissa Cloud Services, they are redirected to My Omnissa. Login with your corporate identity provider is possible only for the domains that have been registered for federation. |
| Domain verification fails. | Domain verification may fail if the domain is a private and not a corporate domain. If you want to federate a private domain, you must file a support ticket. |
| Post federation, users cannot see the services in their Organization. | Existing users with federated domains used to access the services in their Organizations by logging in with their My Omnissa account. After federation is activated, synced users must link their corporate account to their Omnissa ID. Only when the two accounts are linked, services become visible and accessible to the existing users, based on the Organization and service role access they have in the Organization. |
Get Support
There are multiple ways you can get support in Cloud Services Console.
From the Services page in the Cloud Services Console, you access Customer Connect.
You file support requests Customer Connect when there are issues with your current setup that you are unable to fix through the Enterprise Federation dashboard, or when you want to perform one of the following operations:
- Remove a domain or subdomain that is already added to your federation setup.
- Undo federation for all domains and subdomains.
- Make changes to the identity provider configuration, such as switch to a different identity provider or change the user identification preference.
Prerequisites
To file a support request for enterprise federation, make sure you are logged in as an Organization Owner user or a Enterprise Administrator user in the Management Organization for your enterprise.
Procedure
- From the main menu in the Cloud Services Console, click Services > Portals > Customer Connect > Go To Customer Connect.
- Click Create Support Request.
The Create Support Request form displays. - In the Category drop-down menu, select Omnissa Cloud Services - Enterprise Federation.
- Enter Subject and Description.
- Provide contact information so that the Omnissa customer support team can contact you.
- Click Submit.
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