Environment
Situation
User has been using SecureLogin for some time to SSO to applications. They logged onto the network and ran the SSO enabled application but it wouldn’t start.
Resolution
The application server was restarted and SecureLogin was reactivated. Everything then worked fine.
SecureLogin was then configured to read and handle the error message in the future. From then on, when the application server was down, SecureLogin read the message ""Error 2165 - Unable to access system"" and displayed it to users as a message stating ""The application will not start because the application server is unavailable. Please report to IT on x5555 quoting this message.""
In this way, SecureLogin further reduced support costs by assisting in the speedy resolution of problems and by providing user friendly messages.
Organizations should include all error messages in their application definition and should provide project FAQs as part of a user awareness campaign.
Additional Information
Root Cause
Since SecureLogin SSO logs userse on to applications and is therefore essential to application access, people sometimes blame SSO for completely unrelated problems. They relate any failed attempt to access an SSO enabled application with SSO.
Some users report SecureLogin SSO issues when the fault lies elsewhere. For example, an SSO enabled application that will not start due to a backend server being down would not run even if it was not SSO enabled.
The customer deactivated SecureLogin by right clicking on the icon in the system tray and toggling the Active menu item, and retried logon. The application would not run.
The application was returning an error message saying ""Error 2165 - Unable to access system"". To IT support staff, this error message indicates that the application server is down.
The problem had nothing to do with SecureLogin SSO.