Troubleshooting Access Management
Below are common Access Management issues, their solutions, and links to other helpful resources.
For user management issues, see HelloID portal and user administration.
Incidents
1. | Agent is down | ||||||
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2. | Directory sync failed | ||||||
Check the directory system itself and the HelloID Directory Agent service on the directory system. See Directory sync. | |||||||
3. | Certificate expired | ||||||
ImportantReplace the certificate before it expires. SAML and WS-Federation-based Single Sign-On (SSO) applications may continue to function with an expired certificate, although this is not recommended. OpenID Connect, however, requires a valid (i.e., unexpired) certificate. Depending on the supplier, the certificate might need to be added manually, or it may update automatically using metadata (a "well-known configuration" document), which is refreshed every few minutes or hours. If you only update the certificate in HelloID and not on the supplier's side, it may cause downtime for the SSO connection. |
Common issues
1. | An application is inaccessible | ||||||
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2. | The use of licenses is exceptionally high | ||||||
Note: By default, new applications are added to the Users group. This means the application can be assigned to all synced users, even if they do not use HelloID Access Management. This may lead to extra license costs, because each user uses a license as soon as the application is assigned.
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