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SAML Connection Troubleshooting Guide

This guide shows you how to record and send a SAML trace using the SAML-tracer Chrome extension to help our support team troubleshoot.

Updated this week

When you're having trouble logging in via SAML (Single Sign-On), we may ask you to record and send us a trace. This helps us see what’s happening during the authentication process. Follow these steps:

Step 1: Install the SAML-tracer Extension

  1. Open Google Chrome.

  2. Go to the Chrome Web Store: SAML-tracer Extension

  3. Click “Add to Chrome” and then confirm by clicking “Add extension.”

Step 2: Reproduce the Login Issue

  1. Open the SAML-tracer extension (you’ll find it in your extensions bar or under the puzzle icon).

  2. Click the "Start" button if the tool isn’t already recording.

  3. In a new tab, go to 7taps login page which redirects you to your company login portal or app that uses SSO.

  4. Go through the login steps until you hit the error or get redirected incorrectly.

  5. Once done, return to the SAML-tracer tab.

Step 3: Export the Trace

  1. In the SAML-tracer window select Export

  2. Save the Trace file to your computer.

  3. Email the Trace file to our support team

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