FAQs & Troubleshooting: Single Sign On (SSO)
Troubleshoot and resolve any issues with SSO.
Q. What is Single Sign-On (SSO)?
A. SSO is a secure login method that lets you access the Netcore CE Panel using your existing corporate credentials via a centralized identity provider (IdP) Microsoft Azure (Entra). It removes the need to manage separate usernames and passwords for Netcore.
Q. How do I log in using SSO on Netcore CE dashboard?
A. Follow the steps given below.
- Visit https://login.netcoresmartech.com.
- Click “Log in with SSO”
- Enter your Account Name and Work Email
- If your panel is SSO-enabled and your email is valid, you’ll be redirected to your organization’s login page
- Log in using your corporate credentials
- You’ll be redirected back to Netcore and logged in automatically
Q. Why am I seeing: “This account is not configured for SSO”?
A. This means the Netcore CE dashboard you are trying to access doesn't support SSO yet.
Check the following things:
- If the Account Name is entered correctly
- With your admin or Netcore support for clarification
Q. Why am I seeing: “This email is not configured for SSO”?
A. Your email is not yet linked to the panel, even though SSO is enabled.
Possible reasons:
- You haven't been added to the Netcore CE dashboard.
- There was an issue with onboarding.
Solution: Contact your admin to ensure your email is part of the SSO user list
Q. What does “Multiple usernames are associated with this email ID” mean?
A. Your email is linked to more than one user account on the panel, which SSO does not support.
Solution: Ask your admin to:
- Remove duplicate usernames
- Ensure each email maps to one unique user
Q. Why did I get: “Login failed due to incorrect credentials”?
A. The email you entered doesn’t match the one you used to log into your IdP (e.g., Azure).
Solution: Ensure you're using the exact same work email registered with both Netcore and your IdP.
Q. What does “Unable to connect to your identity provider. Please try again later” mean?
A. This usually indicates a temporary issue with your organization’s IdP.
Try:
- Logging in again after a few minutes.
- If the issue persists, contact your IT team
Q. What does “Your session has expired. Please log in again” mean?
A. Your session may have timed out either on Netcore CE, or Your identity provider (Azure)
Solution: Restart the SSO login process
Q. Can I use 2FA (Two-Factor Authentication) with SSO?
A. No. When SSO is enabled, Netcore’s built-in 2FA is disabled. Your organization’s IdP will handle any multi-factor authentication.
Q. How do I invite new users to an SSO-enabled panel?
Only admins can invite users. Folllow the given steps to invite users to an SSO-enabled dashboard.
- Navigate to Profile > Users
- Click Invite User
- Enter the email address
- Assign a role
- Click Send
- The user will receive an email and can log in via SSO
Note
The email becomes the username; no need to enter it separately.
Q. Can I reset my password in an SSO-enabled panel?
A. No. Password management is handled by your identity provider. The “Reset password” option is disabled, with a tooltip: Reset password is not supported as SSO is active.
Q. What happens to existing users when SSO is enabled?
A. Netcore will do the following:
- We will update usernames to match email IDs (except the admin)
- Remove duplicate usernames
- Send SSO invite emails to active and inactive users
This change takes effect after admin sign-off.
Q. Can we switch back to the default login (email/password)?
A. Yes. If the admin disables SSO:
- Netcore will send invite emails with temporary passwords
- All SSO-specific settings and UI changes will be reverted
Q. Can SSO be used with sandbox or switch account features?
A. Yes, if the admin login via username is still retained. If not, additional setup may be needed. Please contact Netcore Support for help.
Q. Who can I contact for SSO setup or login issues?
A. Contact your dashboard admin or Netcore Support via [email protected].
Q. What is the ACS URL and where do we use it?
A. The Assertion Consumer Service (ACS) URL is provided by Netcore and is used by your Identity Provider (IdP) to send authentication responses (SAML assertions) to Netcore. It must be configured in your IdP during SSO setup.
Q. Which IdPs are supported for SSO?
A. Netcore supports any SAML 2.0-compliant Identity Provider, including Microsoft Azure AD and IBM Security Verify. If you're using a different IdP, please consult with our support team to confirm compatibility.
Q. What should the SSO Metadata XML file include?
A. The metadata file from your IdP must include the following:
- Entity ID (Identifier)
- SSO URL (Sign-on URL)
- Certificate (X.509 public key)
- (Optional) Logout URL and Relay State
Ensure these values match the configuration in your IdP.
Q. What attributes should be passed in the SAML response?
A. The following attributes must be mapped and included in every login attempt:
- Email (used as the username in Netcore)
- Any other required claims based on your Netcore use case
Please ensure these are correctly configured in your IdP's Attributes & Claims settings.
Q. Will existing user accounts be preserved after enabling SSO?
A. Yes, Netcore will migrate existing users by updating usernames to email format. This process requires your admin’s approval before activation to ensure seamless access post-migration.
Q. Can we use SSO and 2FA (Two-Factor Authentication) together?
A. No, SSO and 2FA cannot be used simultaneously in the current setup. If your panel has 2FA enabled, it must be disabled before enabling SSO.
Q. Will LDAP logins be affected after enabling SSO?
A. No, LDAP-based logins will continue to work through the regular login method and are not impacted by SSO activation.
Q. Can we roll back to standard login after enabling SSO?
A. Yes, if needed, Netcore can assist you in disabling SSO and reverting to standard login by resetting user passwords. Please contact our support team to initiate the rollback process.
Q. How long does it take to enable SSO?
Once the required metadata and attributes are received from your side, SSO can typically be enabled within 2–3 business days, depending on the complexity and responsiveness during the testing process.
Q. Who should I contact for help with SSO setup?
A. For any assistance or troubleshooting, please reach out to your Netcore account manager or contact [email protected] with the subject line: SSO Setup Assistance.
Updated 9 days ago