Error: We ran into an issue and couldn't process your request

Issue

When you try to launch the Whatfix application from Okta SIngle Sign-on (SSO) application, the request fails and you see the following error message:

Probable Causes

• Incorrect Relay State: The relay state in the Okta application configuration redirects to an incorrect or outdated Whatfix dashboard link.

• Blocked Dashboard: The target Whatfix account is blocked or deactivated by Whatfix, preventing access even with the correct relay state.

• SSO Configuration Issues: Issues with the SSO configuration between Okta and Whatfix, such as mismatched URLs or authentication parameters, result in failure to load the Whatfix application.

• Outdated Whatfix Application in Okta: The Whatfix application in Okta might be outdated, which leads to compatibility issues with the current Whatfix platform.

Suggested Solutions

• Verify Relay State: Check the relay state in the Okta application settings and ensure it accurately points to the intended Whatfix dashboard.

• Review SSO Configuration: Review the entire SSO configuration in both Okta and Whatfix, checking for inconsistencies or errors in URLs, certificates, or authentication parameters.

• Update Whatfix Application in Okta:  If the Whatfix application is outdated, contact your Okta administrator to update it to the latest version.  

• Test with Different Users and Roles: Launch the Whatfix application with different users and roles to determine if the issue is specific to certain permissions or groups.

Note:

If the issue persists, contact support@whatfix.com.