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Question

Users not able to log in - stuck in SAML SSO page loop

  • October 28, 2025
  • 5 replies
  • 115 views
A
Novice III

We have had a small, but increasing amount of issues where a user will say they are not able to log in. We have Okta so users see the page with the SAML SSO button, when a user clicks it pops up with the Okta verifying animation, and then returns them to the same SAML SSO page. 

This is happening to new and existing users. We have had users open up incognito browsers and they still experience the same loop.

Luckily, we discovered that if a user pastes the url to the my courses page it will let them in. The next time a user clicks in the SAML SSO button login works as expected. However, this is a workaround and not a fix.

Has anyone else experienced this and identified the issue? I have tried opening up a ticket, but they act like it is an individual issue. Waiting for a user to experience the issue and then having them paste in a url is not a good introduction/overall UX of Docebo.

    5 replies

    dklinger
    Hero III
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    • dklinger
    • Hero III
    • October 28, 2025

    ​@abutler - Hi. The incognito trick is one we use with OKTA. OKTA at times fails on the redirect with us.

    We havent had issues with course urls. But we also dont have tons of volume because we authenticate differently the different sides of our organization.

    I know this isnt necessarily helpful. But I wanted you to know - yes another group is leveraging it and that incognito mode has been a god send in the past to get a person out of a type of frozen loop with authenticating.

      A
      Novice III
      • abutler
      • Author
      • Novice III
      • October 28, 2025

      Thanks ​@dklinger - we see the issue even in incognito which perplexes me.

      E
      Contributor II
      • Elaine_Barnes
      • Contributor II
      • October 28, 2025

      We also use Okta. For us, some people are experiencing a log in loop in both Chrome and Edge when they click a report link in an email for a scheduled report. If they clear their data for Docebo (clicking the dot and line icon right to the left to the URL > site settings > delete data) it gets them out of the loop.  For us the issue of looping seems to be related to the scheduled reports ever since the AWS issue. Docebo said the reporting links in emails not letting people log in was a known issue with an unknown ETA for a fix, our ticket number is 1123877.  What is strange for us is that it is not everyone, some teams are not impacted.

      Have you sent a .har file to Docebo when you submit your ticket?

      How are you authenticating with Okta? Is it email or username? Right now we are set on email, but I want to change to username/ID.  If you are using email, is it possible your users who have the issue have their email address in the system multiple times, and those accounts are inactive? We have had some individuals who were employees, then became contractors (different ID, but same email), and then became employees again, which opened up their original account.  It has been a while since this scenario happened, but if I remember correctly, it seemed like because the contractor account had the email added most recently, but it was an inactive account, authenticating off email, Docebo tried to log in to that account from Okta, not the active employee account.

      Best of luck in resolving the issue!

        M
        Novice III
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        • mstrom
        • October 29, 2025

        We have seen the same problem. Recommend clearing browser history and cookies typically resolves however this continues intermittently. 

        Z
        Helper I
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        • Ziv
        • Helper I
        • October 31, 2025

        We're having the same issue for more than 6 months now. Still working with Docebo and Okta to find the root cause of this issue.

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