FAQs

Last updated 3 days ago

Why don't you just bind the SSO service to all interfaces rather than require me to provide an IP?

  • The reason is that some customers have multi-homed servers and they do not want to bind to all interfaces for a number of reasons.

If internal IP is required, why does SSO connect let me leave it blank?

  • Reason being the internal IP is not required. You can leave it blank if the hostname resolves via DNS to the same external IP or even internal IP for Intranet. We have customers who use SSO strictly internal and the FQDN resolves to the internal IP. So that field can be left blank. It depends on your setup.

Why can’t my non-SSO users change their master password?

  • When SSO Connect is enabled on a node, all the users in the node and sub-nodes are under an enforcement to prevent the changing of their master password. This is done to prevent SSO users from bypassing authentication through the IdP. If a user is not is not transition to SSO login, but desires to change their master password, they will need to be relocated to a node that doesn’t have the SSO enforcement.

I have invited a user, why can’t they create their vault via SSO Connect?

  • When logging in for the first time the on-boarding process needs to occur on either the Web or the Desktop application. The Browser Extension’s do not facilitate the on-boarding process of a new user, but will allow existing users to authenticate.

I am receiving the following error when a new user tries to connect for the first time: {“result_code”:”does_not_exist”,”message”:”This user does not exist”}

  • There are two possible reasons for this error. The invited user is not in an SSO Enabled node within the Admin Console or the email address in the IdP doesn’t match the email address of the invited user. Try moving the user into the SSO Enabled node. If after verifying the user is in the correct node, try changing the SSO provisioning method from invited users to dynamic users. If the account gets created, it is most likely an email address mis-match.

I'm getting an error on Linux about writing to /tmp. How do I resolve?

  • On a linux system /tmp must have exec privileges. If /tmp does not have exec privileges, execution of "java -jar SSOConnect.jar" may show an exception similar to: java.lang.UnsatisfiedLinkError: /tmp/sqlite... To resolve this, ensure you have exec permission on /tmp.

Can users login via SSO and natively?

  • Enterprises can have some users configured to natively login and other users on SSO, but once a user has been transitioned to SSO, they will only be able to access their vault via SSO.

I can SSO into Keeper using Chrome, Firefox, and the Desktop application, but I can’t connect with IE. Why?

  • IE has difficulty handling cross-domain redirects due to their multiple security zones. Add *.keepersecurity.com to Trusted Sites Zone in IE.

If my email address changes, and I authenticate with SSO, what do I need to do within Keeper?

  • Changing emails is a tricky business as both the IdP and Keeper need to identify the same user based on their email address. So if email changes in one, but not the other, authentication will not work. It has to be a coordinated effort on both fronts. From the Keeper side, only the user can change their email address. This requires the user to be moved from the SSO enabled node to another node (like the root level node) that does not have SSO enforcements. After the move, the user must perform an account recovery (logging in natively with an incorrect password) clicking the ‘Forgot Password’ link. The user will receive an account recovery code to the email address listed on their Keeper account. After inputting the code, the user will be required to answer the security question and answer configured at the inception of the vault creation process. This will allow them to create a new master password. Now the user can log in natively with their email and newly created master password. To change their email address click on More --> Settings --> General --> Change Email Address Once it’s changed on the Keeper account the SSO IdP will need to be changed. After both sides are converted, the admin will relocate the user back into the SSO enabled node and the end user can authenticate following the SSO login path. During that process they will need to input in their master password one last time and convert their account to a SSO login.