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Single Sign-On (SSO) Isn’t Working

Single Sign-On allows you to access ePlatform using your existing school or organisation credentials.

If SSO is not working, first check whether the problem affects your account only or everyone using the same sign-in method.

Steps for readers

  1. Confirm that you opened the correct ePlatform library.
  2. Use the SSO option provided by your school.
  3. Enter your usual school or organisation credentials.
  4. Confirm that the same credentials work with your school’s other services.
  5. Record any error message displayed by ePlatform.
  6. Ask your teacher, librarian, or IT team for help.

If you have forgotten your school password, use your school’s normal password-recovery process. SSO passwords are managed by your school or identity provider rather than as manual ePlatform passwords.

One account is affected

If one patron cannot sign in:

  1. Confirm that the account is active in the identity provider.
  2. Confirm that the patron can sign in to the identity provider directly.
  3. Repeat the ePlatform test using another patron account.
  4. Record the affected account and the error message displayed.

If other accounts can sign in successfully, provide the affected account details to your IT team or ePlatform Support for investigation.

Multiple accounts are affected

If several or all patrons cannot sign in:

  1. Confirm that the identity provider is available.
  2. Confirm that the configured ePlatform SSO method is being used.
  3. Test the connection with two or three known accounts.
  4. Record the error message displayed during each test.
  5. Ask your IT team whether the SSO configuration has recently changed.

Sign-in works but information is missing

When SSO succeeds, ePlatform creates or updates the patron account using the attributes sent by the identity provider.

If the patron can sign in but information such as role, form, class, or year level is missing:

  1. Confirm that the information exists in the identity provider.
  2. Confirm that the corresponding attribute is included in the SSO assertion.
  3. Record the exact attribute or claim name.
  4. Contact ePlatform Support so the attribute mapping can be reviewed.

Identity-provider changes

A standard SSO certificate renewal normally requires no ePlatform update when the Authentication URI and Entity ID remain unchanged.

Contact ePlatform Support if your organisation has changed:

  • the SSO Authentication URI or Endpoint URL;
  • the Entity ID or Issuer URL;
  • the SSO metadata used for the connection; or
  • the identity provider itself.

If these details have changed, provide the updated Authentication URI, Entity ID, and Metadata XML file before the planned migration.

Need help?

If SSO testing remains unsuccessful, submit a support request or email support@eplatform.co.

Include:

  • your ePlatform library name;
  • the identity provider being used;
  • whether one account or every account is affected;
  • whether the account can sign in to the identity provider directly;
  • details of any recent SSO changes; and
  • the error message displayed.