Introduction 

SSO authentication issues are typically caused by configuration mismatches between your identity provider and Runway. 

This guide provides a systematic troubleshooting process to diagnose and resolve common SSO problems affecting individual users or entire domains.

Troubleshooting steps

To access your SSO settings, click your workspace icon in the top-left corner and select Workspace settings, then select the SSO tab.

1. Verify Runway SSO configuration: Confirm that the email domain in question is configured to use SSO authentication.
2. Verify Runway access: Confirm that the account has been added and accepted the invite to the enterprise workspace.
3. Verify permissions: Confirm with your security or identity team that permissions to Runway are assigned through your identity provider.
4. Verify configuration validity: Confirm that your client ID and secret are correct. Identifier errors from your IDP may indicate a mismatch between the credentials needed for successful authentication and what was provided to Runway during configuration.
5. Confirm operational status: Check the status page for Runway and your IDP for any incidents that may impact authentication.

Additional considerations

The breadth and onset of issues can often help isolate the core problem:

• SSO issues affecting an individual on a domain are typically resolved by steps 1 to 3.
• SSO issues affecting all users on a domain immediately after setup indicates a configuration issue.

If SSO was configured and working for over a year and suddenly stops working for all users on a domain, this may indicate that your IDP’s client secret has expired. In this case, you will need to submit a new configuration to Runway.

If login issues persist after completing these steps, contact support for additional troubleshooting assistance.