Salesforce Sign In and SSO Errors

Issue/Question

• I cannot sign into Salesforce.
• I cannot sign into the program of study forms.
• I'm getting an SSO error when trying to fill out forms or access salesforce.

Environment

• Oregon State University
• Faculty/Staff
• Student
• Web Pages

Explanation

Users may not be able to sign into Salesforce due to a few different reasons, Salesforce user record misconfiguration, a new Salesforce user record that has not been configured yet, or a user does not yet have a Salesforce user record.

Resolution

Troubleshooting

• Test and ensure that the user is able to SSO to any other OSU page or service that uses SSO.
  • If the user cannot SSO into any SSO enabled services, this is not a Salesforce issue. Troubleshoot OSU Login Issues.
• Check what links or URL the user is trying to access:
  • If the user is attempting to complete a program of study form, using a URL that is hosted by the Graduate School, or any other indicator that the user is attempting to access graduate school resources.
    • Refer to Method 1.
  • If the user is intentionally trying to log into oregonstate.my.salesforce.com, login.salesforce.com, or test.salesforce.com.
    • Refer to Method 2

Method 1

1. Make sure that the following information is collected:
   1. First and last name.
   2. ONID username.
   3. Email address.
   4. The specific URL that the user accessed.
   5. What the user was attempting to do (filling out a form, etc).
   6. Approximate time the issue occurred.

2. Have the user visit gradschool.oregonstate.edu/contact and use the contact form at the bottom of the page (This sends an email to gradschool.helpdesk@oregonstate.edu) and provide the collected information.

3. The GradSchool HelpDesk will contact the user directly to assist with signing in.

Method 2

1. Make sure that the following information is collected:
   1. First and last name.
   2. ONID username.
   3. Email address.
   4. The specific URL that the user accessed.
   5. The Salesforce username they attempted to sign in with (if applicable).
   6. What the user was attempting to do (accessing the "SUO", Honors College Salesforce, a salesforce sandbox, etc).
   7. Approximate time the issue occurred.
2. Assist user with completing the Salesforce - Request Assistance form.
3. Salesforce support will complete the request.

Assistance & Escalation

Any other questions or concerns that seem to be related but not explicitly addressed in this article should be in a ticket with "Salesforce (Group)" set as responsible.