SalesForce SSO error for My Cases and Create a Support Case pages

[Melvin]

I'm unable to go to My Cases or navigate to page by clicking "Create a Support Case". When I click on these links, I get the following Salesforce message:

"We can't log you in. Check for an invalid assertion in the SAML Assertion Validator (available in Single Sign-On Settings) or check the login history for failed logins."

I have tried finding the stated settings and login history but have not been able to find these, so have no idea why this SSO issue occurs as I see SSO working when I log in or navigate to other pages.

Can someone tell me why this SSO issue occurs and how I can resolve this?

[EricaChalfin]

Melvin van Zomeren‌,

I reviewed your records and see that while you are registered for RSA Link, you are not associated with any groups that would give you access to case management, downloads, etc.  To gain access you will need to follow the steps in 000035717 - A single sign-on error is displayed when accessing the Case Management portal on RSA Link.

Regards,

Erica

[Melvin]

Hi Erica,

I have followed the instructions shared and reregistered, but unfortunately I'm still facing the same issues. During reregistration, I ensured that I was marked as a partner by checking the partner checkbox and provided a contract number.

After finishing reregistering, I made sure to clear my browser data to ensure no browser data was interfering with my session and logged in again. As stated, I'm not making any progress in resolving the issue.

As case 000035717 states I will reach out to RSA Customer  Support to hopefully correct the problem.

Thanks for your quick reply! Will leave this case open to state if RSA Customer Support help was successful.

[EricaChalfin · Accepted solution]

Melvin van Zomeren‌

In researching another customer with the same error, the error you are getting is because of a discrepancy in your account in our backend systems.  I opened a ticket with our internal IT department to address it.  Our tracking number is RSALINK-10378.

I will let you know as soon as the issue is resolved.

Regards,

Erica