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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

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