Troubleshooting for Single Sign On (SSO) Districts

This article will assist administrators whose district utilizes Single Sign On (SSO) with troubleshooting steps. Please ensure that you have first attempted all instructions on Login instructions for Single Sign On (SSO) Districts prior to taking these troubleshooting steps.

Troubleshooting Part 1:

1. Start troubleshooting by going to facilitron.com and log into your Facilitron S&R account.
2. Switch over to your Facilitron Works account by clicking "Facilitron Works" on the right side of the screen.
   Please note, this option applies to non-SAML SSO users (i.e. users who might use Google SSO). Users who operate with SAML SSO should be able to login directly via maintenance.facilitron.com. Please try the steps below if your organization utilizes SAML SSO and you are unable to log in.

Troubleshooting Part 2:

1. Open a Chrome browser. 
2. Open a new Incognito window (you can select the three dots in the upper right corner of the Chrome window and select "New Incognito window").
3. Enter the following in the URL: https://www.facilitron.com/accounts/signin/
4. Enter your email address in the email address box.
5. Click into the Password field. After clicking, you should be redirected to a login window for your SSO provider.
6. Select the Google user and login if necessary.

Troubleshooting Part 3:

If the steps in Part 1 do not resolve your SSO Login issue, please attempt the following:

1. First, close all instances of the Chrome application and make sure you start from scratch.
2. Open a brand new Chrome window.
3. Paste the following URL in the new Chrome window: chrome://settings/passwords
4. At the top of the page, where it says "Search Settings", enter "Facilitron".
5. Delete any Chrome saved passwords for Facilitron.
6. Close Chrome.
7. Reopen Chrome and try to log in again at https://www.facilitron.com/accounts/signin/  

Troubleshooting Part 4:

If the troubleshooting steps in Parts 1 and 2 do not resolve your SSO Login issue, please attempt the following:

1. Open a Chrome browser.
2. At the top right, click "More".
3. Click "More Tools", then Clear browsing data.
4. At the top, choose a time range. To delete everything, select "All time".
5. Check the boxes next to "Cookies and other site data" and "Cached images and files".
6. Click "Clear data".
7. Please see the following Chrome Support Article.

Additional Information

• Why do I need to clear my cache?
  • When you use a browser, like Chrome, it saves some information from websites in its cache and cookies. Clearing them fixes certain problems, like loading or formatting issues on sites.
• If these steps do not work, please contact your IT Administrator to ensure Facilitron is whitelisted, and that you are authorized for access to Facilitron.