NPrinting: Information needed to Troubleshoot SAML SSO related issues

[Damien_Villaret]

Disclaimer: In NPrinting, SAML is a supported authentication method that can be used. However the infrastructure to make SAML works will need to be set by the customer.
Please be aware that Qlik Support can not help in the setting up of SAML/SSO or related issues.
If the customer needs help to set up SAML from scratch, Qlik Consulting needs to be invoked. This is out of realm for Support.

Qlik Support will do a first assessment of SAML related support cases in order to understand if the issue is related to a possible defect in the implementation of SAML in Qlik Sense or a wrong setup.
This article gathers information needed for Qlik Support to assess a SAML related support case.

Environments:

• Qlik NPrinting April 2018 and higher

Resolution:

The following five pieces of information are required when investigating a SAML-related issue:

1. The error encountered when trying to log in (Screenshot or text)
2. The SAML Identity provider used (ADFS, Okta, Azure, Onelogin, etc.)
3. Export of SAML trace logs
   
   This can be collected using a browser extension (see Setup Saml Tracer Browser Extension) on the client that is trying to log in using SAML. The below image highlights how/where to export SAML trace logs.
   
   This is a very important piece of information, as without these logs it is not possible to tell what is happening when the user actually tries to authenticate!
   
   If the SAML assertion is encrypted, copy it in https://www.samltool.com/decrypt.php and provide your private key to get the decrypted assertion to send it to Qlik Support.
   
   
   
   
4. Screenshot of how the SAML configuration been set up in NPrinting.
5. The SAML Identity provider metadata file
6. Nprinting logs