SSO Error on Mobile while Logging in Successfully on Desktop

Question

A customer is encountering the error message: "SSO error: an error occurred when logging into your SSO provider. Please contact your administrator." This message indicates a problem with communication between the user and the Single Sign-On (SSO) service during the login process, suggesting that the system administrator should be contacted for troubleshooting.

The user can log in to the platform via desktop but receives the above error when trying to log in using the mobile app. The customer is using iOS, Entra ID for SSO, and attempting to access the platform through Intune. As this issue is occurring outside our organization's domain, we have no logs available to pinpoint the cause. Has anyone experienced a similar issue? Although the configuration is confirmed as correct on our end, there is no insight into the customer's Microsoft portal.

Answer 1

Hi Kylee,

Could you kindly share the name of the application that has SSO enabled?

I recently encountered a similar issue and was able to resolve it as follows:

The issue may have occurred because, when accessing from a mobile device, it might have attempted to sign in with a different account. I would recommend opening a browser, navigating to office.com, and signing in with your Entra account. Once logged in, paste the link of the application you are trying to access, and you should be able to log in successfully.

Please let me know if this helps or if you need any further assistance.