Troubleshooting: Mobile Devices Do Not Show When Logging In to a Self-Service Realm

Version Affected: 21.04+
 
 

Overview

When users log in to a Self-Service realm, their mobile devices do not show.

Cause

If a realm is partially set up to use Windows SSO (WinSSO), it may confuse the username by attempting to look up domain\username instead of the plain username. Viewing Debug logs on the realm, the user logging in shows as domain\username.

Resolution:

Fully disable WinSSO on the realm to resolve this:

1. Log in to the Administration Console.
2. Browse to the Self-Service realm.
3. Open the Workflow tab.
4. Scroll down to the Identity/Authentication Consumers section, under Custom Identity Consumer:
   
5. Set Require Begin Site to True.
6. Set Begin Site to Windows SSO.
7. Make sure User Impersonation is set to False.
8. Make sure Windows Authentication is set to False.
9. Click Save.
10. Set Require Begin Site back to False.
11. Click Save again.

SecureAuth Knowledge Base Articles provide information based on specific use cases and may not apply to all appliances or configurations. Be advised that these instructions could cause harm to the environment if not followed correctly or if they do not apply to the current use case.

Customers are responsible for their own due diligence prior to utilizing this information and agree that SecureAuth is not liable for any issues caused by misconfiguration directly or indirectly related to SecureAuth products.