Common Errors, Description & Remediation
The table below lists some of the errors user may encounter during the login process. To help you better understand the table, the columns are organized as follows:
Type of error:
- User: Caused by user's action in most cases; can be fixed by user
- System: System error. User must contact AIS or Application owner to get this fixed
Cause:
- When this error occurs, what action leads to this error
Title:
- Brief description that appears on the error page for the given error
Description:
- Detailed description that appears on the error page for the given error
Remediation:
- What the user should do, or what the HelpDesk should advise the user to do
Title
Description
Remediation
Type of error
Cause
Invalid assertion consumer service URL
<empty>
Contact Application Helpdesk. Application contact information will display on the page (if available)
System
Incorrect metadata configuration at AIS or the application
Notice: The application you are attempting to access has migrated to the new UCLA web sign-in Service. To sign-in using the new sign-in service, please access the application through the application's home page
<empty>
Advise the user to start at Application's home page
User
User retrieved a old ISIS bookmark which no longer works. Also, advise against bookmarking the Log-in page
ERROR
This application can not be called directly. Do not bookmark this page
Advise the user to start at Application's home page
User
User retrieved a bookmark of the new Log-in site or accessed the Log-in site directly. Advise against bookmarking the Log-in page
Replay rejected
This error occurs when you refresh the browser while the system is still processing the Authentication request. Please close the browser and start over again.
Advise user to start over again in a new browser and not refresh the page until page loads. If it takes too long to load contact the HelpDesk that shows on the page (If it doesn't load in 15 seconds we pop up HelpDesk info.) If it never loads and no contact info shows on the page, then contact Application Help Desk
User
User reposts (refreshes browser) while Shibboleth is still processing the request
Message expired, was issued too long ago
It appears that some time has elapsed since you last authenticated. Please start at the Application's home page to sign in again.
Advise user to start over again at the application
User
User does not authenticate immediately at the Sign-in page
System error
<exception stack trace> shows here. Text depends on the type of error.
Contact AIS Helpdesk. Instructions will display on the page
System
Incorrect configuration at AIS or CTS. (CTS hosts the login page)
The server is temporarily unavailable
Something went wrong and the server couldn't send you the page you were trying to reach. Wait a few minutes and try again. If you keep getting this error, please notify the site owner. Thank you for your patience.
Contact AIS Helpdesk. Instructions will display on the page
System 500
Coding error. Any unhandled exception in the code
The server is temporarily unavailable
Something went wrong and the server couldn't send you the page you were trying to reach. Wait a few minutes and try again. If you keep getting this error, please notify the site owner. Thank you for your patience.
Contact AIS Helpdesk. Instructions will display on the page
System 500
Web server related. Apache is running but Tomcat has stopped
Invalid data from Service Provider
This error occurs if you access the URL (https://shb.ais.ucla.edu/shibboleth-idp/SSO) directly, by typing this address or retrieving a bookmark. You must start at the Application
Advise user to not type this address directly. User must start at the application
User
User types in the address directly. Or, user retrieves the address from a previous bookmark https://shb.ais.ucla.edu/shibboleth-idp/SSO
Request submitted to invalid location
This error occurs if you access the URL (https://shb.ais.ucla.edu/shibboleth-idp/authn) directly, by typing this address or retrieving a bookmark. You must start at the Application
Advise user to not type this address directly. User must start at the application
User
User types in the address directly. Or user retrieves the address from a previous bookmark https://shb.ais.ucla.edu/shibboleth-idp/authn
Page Unavailable
The page you're looking for cannot be retrieved. Please check that you have typed the address correctly. If you are still having problems, please visit the Help Center.
Advise user to not type this address directly. User must start at the application
User 404
User types in the address directly in the browser. For ex, https://shb.ais.ucla.edu/shibboleth-idp/blah