User Roles AdminStaff contributor External contributor Pulse user 

This article helps you troubleshoot common Single Sign-On (SSO) login issues when accessing Silverfin. It sets out the steps you can take yourself and explains when to contact your internal IT team or Silverfin Support instead. It is relevant for any Silverfin user who cannot log in via SSO.

Table of contents 

What is Single Sign-On (SSO)?

Single Sign-On (SSO) lets you use one set of credentials to log in to several applications, including Silverfin. Your organisation sets this up to simplify access and improve security. When you log in to Silverfin via SSO, your request first goes to your organisation's identity provider (IdP), which verifies your identity before granting access to Silverfin.

Which SSO login errors might I see?

You might see various error messages when you try to log in via SSO. These usually point to a problem with your credentials, with your organisation's identity provider, or, less commonly, with Silverfin itself.

Common error messages and scenarios include:

  • "Access Denied" or "Invalid Credentials"
  • "SSO failed, please try again"
  • Being redirected to a blank page or an error page on your organisation's domain
  • "UID mismatch", or another message pointing to a problem with your user ID (UID)
  • Being stuck in a login loop

How do I troubleshoot an SSO login problem myself?

Before you contact support, try the steps below.

How do I clear my browser cache and cookies?

Stored browser data can interfere with SSO logins. Clearing your cache and cookies often resolves the problem.

  1. Close all Silverfin tabs in your browser.
  2. Clear your browser's cache and cookies. The exact steps vary by browser, but they usually involve going to Settings or Preferences, then Privacy and security, and looking for an option such as Clear browsing data. Make sure you select Cookies and other site data and Cached images and files.
  3. Restart your browser.
  4. Try to log in to Silverfin via SSO again.
Tip: If clearing your cache does not work, try logging in from an incognito or private browsing window, or from a different browser (e.g. Chrome, Edge, Firefox). This tells you whether the problem is specific to your browser.

Is my internet connection stable?

Make sure you have a stable internet connection. A poor or intermittent connection can stop the SSO process from completing successfully.

Can I access my organisation's SSO portal?

If your organisation uses a specific portal or internal page to start SSO logins, check that you can reach that portal before you try to log in to Silverfin.

What should I ask my internal SSO administrator?

Many SSO issues originate with your organisation's identity provider rather than with Silverfin. Your internal IT team or SSO administrator is best placed to investigate them.

Ask your internal support team to check the following:

  • Is your user account active and correctly configured in your organisation's identity provider (e.g. Azure AD)?
  • Are there any known issues with your organisation's SSO service?
  • Have there been any recent changes to your user profile or your Silverfin permissions in your organisation's system?

When should I contact Silverfin Support?

If you have tried all the troubleshooting steps above and still cannot log in via SSO, contact Silverfin Support. This is especially important if your internal SSO administrator has confirmed that the problem is not with your organisation's identity provider.

One error is exempt from the steps above: a UID mismatch. This requires a UID reset, which is sometimes needed when your user ID in Silverfin becomes outdated or no longer matches the records held by your identity provider, causing your login attempts to fail.

This is the kind of error message shown in that case:

If you see this specific error, contact Silverfin Support and we will help you resolve it.

What information should I give Silverfin Support?

To help us resolve your issue quickly, please include the following details when you contact Silverfin Support:

  • Your full name and the email address you use to log in to Silverfin.
  • Your organisation's name.
  • A clear description of the problem: what happens when you try to log in via SSO?
  • The exact error message you receive (include screenshots if possible).
  • The troubleshooting steps you have already tried (e.g. cleared the cache, tried a different browser, contacted internal IT).
  • Confirmation from your internal SSO administrator, if applicable, that the problem is not with your organisation's identity provider.