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Collecting a SAML Trace to Troubleshoot SSO Issues

End User , Troubleshooting , Article , Product Utilization , Established

In order to further troubleshoot a SSO login related error, Box User Services may ask you to run a trace that will capture the SAML assertion made to Box during the login process.

Here's how collect a SAML on your computer and how to provide them to your support agent:

Chrome/Edge

Follow the steps found on the site below to set up a Chrome/Edge SAML trace.

  1. Install the SAML-tracer extension on Chrome/Edge.
  2. Launch SAML-tracer: Click the browser icon for Extensions. It looks like a puzzle piece. Select Extensions > SAML-tracer. It should open in a popup window.
  3. Go to account.box.com and login.
  4. Within the SAML-tracer you should notice some SAML requests. Scroll and look for the one titled: https://sso.services.box.net/sp/ACS.saml2
  5. In the bottom pane click on the SAML tab.
  6. Select all of the SAML response and right-click > Copy. Paste this into your support case to us. If copy/paste doesn't work, use the Export option from the top of the panel.

Firefox

  1. Using the FireFox browser install the SAML-tracer extension.
  2. Launch SAML-tracer: Click the browser icon for Extensions. It looks like a puzzle piece. Select Extensions > SAML-tracer. It should open in a popup window.
  3. Perform a login by going to account.box.com this way you begin at the first step of your login flow.
  4. Within the SAML-tracer you should notice some SAML requests. Scroll and look for the one titled: https://sso.services.box.net/sp/ACS.saml2
  5. In the bottom pane click on the SAML tab.
  6. Select all of the SAML response and right-click > Copy. Paste this into your support case to us. If copy/paste doesn't work, use the Export option from the top of the panel.

You can provide the exported SAML file you have collected from your browser to your support agent by using any of the following options:

  • Attach the file directly to your support case. You will need to be signed in to see your open support cases.
  • Upload the file to your Box account and provide your support agent with a shared link to the file
  • Attach the file to your email message when you reply to the agent

 

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