Issue
In Salesforce Knowledge, when you try to test the SSO connection, a confusing error message appears.
- Go to the Acrolinx App Configuration.
- Enter a valid Acrolinx URL.
- Click the toggle switch next to Enable SSO and enter your password.
- Click Test SSO Connection to validate your information.
→A red error message appears: Connection test failed:Access Token request failed
The error message suggests that there's a problem with the Acrolinx App configuration. But all of the information entered is correct.
Acrolinx Platform Logging
Acrolinx Platform log file only shows the following message:
Could not get JWT ID from token: null
Environment
Product |
Version |
|---|---|
| Acrolinx Platform | All |
| Acrolinx Salesforce Knowledge | 3.1 or later |
Cause
If an Acrolinx administrator enabled custom user or custom document information and set the field Input Type to Required, then the Test SSO Connection button will return an error message. This will occur for users who haven't yet filled out their custom information. Clicking the Test SSO Connection button tries to authenticate the user who is currently signed in to Salesforce. The test fails because the Acrolinx Platform returns an error message due to the missing custom information.
When you use the Sidebar for the first time, Acrolinx prompts users to fill out any custom information. However, if you are an administrator configuring the Salesforce Knowledge App, Acrolinx does not prompt you.
Resolution
Change the input type from Required to Optional
Changing the input type is the quickest way to make sure Acrolinx works for both the Test SSO Connection and automated checks in Acrolinx for Salesforce Knowledge.
- In the Acrolinx Dashboard, go to Analytics→Administration→Custom Fields.
- Look on both the USERS and DOCUMENTS tabs to see if the input type is set to Required for any custom field.