Carbon Black Cloud: SAML/SSO login issue 27-Jan-2021

[#1]

Environment

• Carbon Black Cloud Console: January Release (0.62 backend)
• SAML/SSO enabled on Settings > Users

Declared incident: CARBON BLACK CLOUD - US 1, 2, 5, EU, APJ, Sydney Dashboard is experiencing a degradation.

Symptoms

• On attempted SAML/SSO login, user receives error

  We couldn't find that email/password, please try again.

• URL immediately redirects from https://<DashboardURL>/login to https://<DashboardURL>/?error_code=FAIL
• Developer Tools/Web Inspector in browser shows 401 error on GET for https://<DashboardURL>/auth/v1/sessions/current

Cause

Under investigation, may be tied to case-sensitivity

Resolution

Resolution being tracked under DSER-29898

Temporary Workaround is to attempt login matching the case of the existing user account as it appears in the Carbon Black Cloud Console

Additional Notes

• If experiencing this issue, open a case with Carbon Black Technical Support and provide

  - Login URL being used
  - Email of impacted user(s)
  - Results of attempted login matching case

• If unsure of the correct case for Admin account, also open a case and provide the first two items above

Related Content

Carbon Black Cloud: What URLs are used to access the APIs?
CARBON BLACK CLOUD - US 1, 2, 5, EU, APJ, Sydney Dashboard is experiencing a degradation.