Overview
When you contact Auvik Support about a login, account access, or Single Sign-On (SSO) issue, providing diagnostic information from the failed login attempt can help Support investigate the problem.
The information required depends on the type of error and authentication method you're using.
This article explains what to collect before submitting or updating your Support request.
Collect information about the affected user and site
Record the following information:
- The email address of the affected user
- The Auvik site or sites the user is attempting to access
- The authentication method being used, such as Auvik credentials, Google, Microsoft, or SAML SSO
- The URL where the error occurs
- The site or account you expected to access
If the issue appears to involve permissions, also provide the sites you expect the user to access and the expected role.
Record the error and time
When reproducing the problem, record:
- The complete error message
- The HTTP or application error code, if displayed
- The exact date and time the error occurred
- Your time zone
Take a screenshot of the complete error whenever possible.
Avoid cropping information that may help identify where in the authentication process the error occurred, but make sure sensitive authentication information isn't visible.
Record the login flow
For issues that are difficult to reproduce or involve multiple redirects, a screen recording can help show where the authentication process fails.
Start the recording before beginning the login process and stop it after the error appears.
The recording should show:
- The login method selected
- Relevant redirects
- The point where the login process fails
- The resulting error message
Before sharing a recording, review it for passwords, authentication tokens, or other sensitive information.
Capture a HAR file when requested
For browser-based login problems, Auvik Support may request an HTTP Archive (HAR) file captured while reproducing the issue.
A HAR file records browser network requests and responses and can help identify where a login or redirect process fails.
Capture the HAR while reproducing the issue so that it includes the failed request.
Important: HAR files can contain sensitive information, including cookies, request headers, URLs, and authentication-related data. Only provide diagnostic files through the Support channel requested by Auvik Support.
Collect SAML diagnostics
If your organization uses SAML SSO, capture a SAML trace while reproducing the login problem.
The trace can help identify the SAML requests and responses exchanged during authentication.
Also provide:
- The identity provider you're using
- The affected user's email address
- The affected Auvik site
- The NameID sent in the SAML response
- Relevant SAML claims
- Any recent SAML or identity provider configuration changes
Verify that the NameID and required attributes correspond to the affected Auvik user.
If authentication fails before the browser returns from the identity provider to Auvik, also review the authentication logs provided by your identity provider.
Collect browser information
If requested by Auvik Support, provide:
- Browser name and version
- Operating system and version
- Whether the issue also occurs in a private or incognito browsing session
- Whether the issue occurs in another supported browser
Support may also request browser developer-console or network information depending on the issue.
Provide a clear reproduction summary
Include a short description of what happens when you reproduce the problem.
For example, identify:
- The URL where you begin.
- The authentication method you select.
- The site you expect to access.
- The point where the login process fails.
- The error displayed.
Mention whether the problem affects one user or multiple users and whether it started after an authentication, SSO, identity provider, or user-access configuration change.
Protect sensitive information
Diagnostic files can contain sensitive authentication information.
Do not intentionally provide:
- Passwords
- Private keys
- Session cookies
- Authentication secrets
- Unredacted authentication tokens
Review screenshots and recordings before sharing them and remove sensitive information that isn't required for troubleshooting.
Follow Auvik Support's instructions when submitting diagnostic files.
Summary
When contacting Auvik Support about a login or SSO problem, provide the affected user and site, authentication method, exact error, timestamp and time zone, and a screenshot where possible.
Depending on the issue, Support may also require a HAR file, SAML trace, identity provider information, or additional browser diagnostics.
Capturing this information while reproducing the problem gives Support additional context for investigating the failed authentication attempt.