SSO Login Troubleshooting

Error code

Troubleshooting steps

SAML_003: There was a problem with your SAML request

• Check if the URL contains “We received an unsuccessful response from your IdP. Contact your administrator or an IdP administrator for more information.”
• Possible cause #1: User does not have a Udemy license
• Confirm with your internal team to see if you have been procured with a Udemy Business license.
• Possible cause #2: caused by an expired encryption certificate
• Check and confirm whether your SSO Encryption Certificate is expired in your Identity Provider, if so contact Udemy Business Support to obtain an updated encryption certificate.

SAML_100: There is a problem with your SAML Request

• Check if the URL contains “The issuer is invalid. Check that the IdP entityid value matches the entityid value configured for the IdP in PingOne” 
• Likely caused by the EntityID on your Identity Provider not matching the one set in the Udemy Database.
• Please reach out to Udemy Business Support and provide the EntityID you have configured in your Identity provider, so they can confirm whether there is a mismatch and provide you with the proper EntityID.

SAML_201: There was a problem with your SAML request.

• Check if the URL in the screenshot contains “The certificate is invalid. Check that the your signing certificate has not expired”
• This is likely caused by your Identity Provider’s SSO certificate being expired
• In order to resolve this, please gather the latest SSO Metadata file from your IdP and upload it onto your Udemy Business portal.
• You can upload the file on your admin account by navigating to Manage>Settings>Single Sign-on (SSO)>Edit Connection>Select File>Save
• If you run into an error uploading the Metadata file, please provide us a copy of the file and submit a ticket to Udemy Business Support.

SAML_202: There was a problem with your SAML Request

• Check if the URL contains “The issuer is invalid. Check that the IdP entityid value matches the entityid value configured for the IdP in PingOne” 
• Likely caused by the EntityID on your Identity Provider not matching the one set in the Udemy Database.
• Please reach out to Udemy Business Support and provide the EntityID you have configured in your Identity provider, so they can confirm whether there is a mismatch and provide you with the proper EntityID.

SAML_214: There was a problem with your SAML request

• Check if the URL contains “There is a certificate mismatch. Your signing certificate does not match the certificate”
• Likely caused by your SSO certificate not matching the certificate on our end. In order to resolve this, please gather the latest SSO Metadata file from your Identity Provider and upload it onto your Udemy Business portal.
• You can upload the file on your admin account by navigating to Manage>Settings>Single Sign-on (SSO)>Edit Connection>Select File>Save
• If you run into an error uploading the Metadata file, please provide us a copy of the file and submit a ticket to Udemy Business Support.

SSO_206: There was a problem with your SSO request.

• Check if the URL shows “The response from your IdP is missing a required attribute. Check that all necessary attributes are being sent by your IdP. Missing attribute list email” 
• This means that you do not have the proper attribute configured in your Identity Provider in the Custom SAML Attributes.
• Please add the value “email” on the SSO Custom SAML Attribute in your identity provider.
• Review this Help Center article about how to configure an SSO Connection and scroll down to the Required Attributes section.

OIDC_002 There was a problem with the authorization service. Please check your credentials and try again.

• This is caused by your OIDC connection credentials being expired. 
• Please open a support ticket and provide us with your new credentials for your OIDC connection.

OAUTH_100: Your request is invalid

• Check if the URL shows “State mismatch”
• This error occurs with Microsoft Edge.
• Make sure your browser is updated to the most recent version
• Clear cache and cookies and make sure the Time Range is set to delete for “All Time” default for edge is set to “1 hour”
• Use another browser window to see if it resolves the issue.

Unrecognized Error Code: There was a problem with your login request. Please try again later or contact Support for more help.

• Possible Cause #1: Check if the URL shows “SSO is not available for OrgID”
• This means SSO is not configured for your organization, or is not properly configured
• Please review this Help Center Article to make sure it is properly configured.
• Possible Cause #2: Check if the URL shows “Missing email key” or “Invalid email provided”
• This means that you do not have the proper attribute configured in your Identity Provider in the Custom SAML Attributes.
• Review this Help Center Article about how to configure an SSO Connection and scroll down to the Required Attributes section.
• Possible Cause #3: Check if the URL shows "we could not process this request. Please try again”
• This error usually appears if your session has timed out. This is an expected error if your organization has the Session Timeout setting enabled.
• An admin for your Udemy Business account can confirm whether this setting is enabled, by going to Manage> Settings > SSO > Edit > Optional Settings > Session Timeout. 
• Possible Cause #4: Check if the URL shows “Invalid ExternalID Provided”
• This is caused by the externalID not being set for the user or the externalID attribute is not set up correctly on your Identity Provider. 
• Please open a support ticket and provide a screenshot of your Custom SAML attributes from your Identity Provider.