Objective

This article explains the steps to take when your SSO (Single Sign-On) certificate is nearing its expiration date. Renewing your certificate on time is critical to avoid login failures and disruption of access to SupportLogic.

Issue Summary

SSO integrations rely on certificates to establish trust between your Identity Provider (IdP) (e.g., Okta, Azure AD, Ping Identity) and SupportLogic (Service Provider). If the certificate expires without renewal, SSO authentication requests will fail, and users will be unable to log in.

STEPS TO BE TAKEN

Step 1: Check Certificate Expiry Notification

• Your IdP typically sends advance warnings when a certificate is about to expire.

• Verify the certificate expiry date in your IdP admin console.

Step 2: Generate/Download a New Certificate

• In your IdP (Okta, Azure AD, Ping, etc.), generate a new signing certificate.
• Download the public certificate file (X.509 / .crt format).
• Ensure that the certificate is signed and active.

Step 3: Share the Certificate with SupportLogic

• Provide the new certificate file to the SupportLogic Support team.
• The SupportLogic internal team will update the certificate in the platform on your behalf.
• Once the update is completed, we will inform you.

Step 4: Test the Certificate

• After receiving confirmation from SupportLogic, open a new incognito/private browser window.
• Attempt to log in via SSO to confirm authentication works successfully.

Important Notes

• Update the certificate 3–5 days before expiry to avoid disruptions.
• If your IdP allows multiple active certificates, we recommend enabling the new certificate while the old one is still valid to ensure a seamless transition.
• If the certificate expires before renewal, all SSO logins will fail until the new certificate is updated by SupportLogic.

Still Need Help?

If you encounter issues during or after the update, please contact SupportLogic Support and share the details of the new certificate along with any error screenshots.