TROUBLESHOOTING

SSO - Internal pass through is prompting for authentication instead of automatically landing on the Customer Portal

Issue

When trying to get to the Customer Portal using Active Directory SSO, the site is suddenly prompting for authentication when it used to automatically just bring up Customer Portal.

Objective

Environment

  • GoToAssist Service Desk
  • Internet Explorer
  • Google Chrome
  • Windows

Procedure

Answer

Cause

Resolution

The internal IP address or internal website that was set up via binding will need to be whitelisted as a Local Intranet site. The IP address or internal website can be found on the IIS server.
To add a Local Intranet site:

  1. Click on Control Panel
  2. Click on Internet Options
  3. Click on Security Tab
  4. Click on Local Intranet
  5. Click on Sites and add the binding (ie: helpme.provmedgroup.com)
  6. Click on Apply
  7. Click on Ok

**Please note that Google Chrome now inherits the Internet Settings just as Internet Explorer does so this should resolve the issue within Chrome and/or Internet Explorer

Additional Information