Error message when automatically connecting SSO on your keepeek refront. What procedure should I follow?

Context

You are experiencing the following error message when you try to connect via the automatic connection on the Keepeek refront: “Your connection has failed”. This article aims to guide you on the first checks to perform before contacting Keepeek support when you encounter this message. The information collected during these checks will allow Keepeek support to respond more efficiently and quickly.

Step to follow:

Are you the only user affected by the problem?

This is important to determine, because it guides our analysis.

1. If the problem affects all users: In this case, you must first ask your internal department, managing the SSO directory, if there has not been a major change to the latter (SSO Certificate updated, for example), without Keepeek having been informed. After having retrieved this information, you can request Keepeek support via the support form
2. If the problem is only related to your user account or to a targeted group of users: In this case, we invite you, first, to empty your browser cache. This allows us to rule out the possibility of no longer valid “cookies”. the "clear-cache-history-cookies" page can help you with this operation, depending on the browser used.
3. If the problem persists, you must ask your internal service managing the SSO directory, the identifier, the email address, and the group(s) of your directory, which are linked to your SSO account. And most importantly, you must perform a network trace export, to obtain the information sent by your SSO directory, concerning your account, in order to determine if they are consistent.
   Don't worry! For this action, simply follow the procedure described in the article "How to Retrieve SSO Login Logs (Auto-login Button) ?". Once this information has been retrieved, you can contact Keepeek support”, to transmit it.