Troubleshoot Login Issues
Overview
Beginning with Silverback 18.0 Update 1 we implemented a new and more common login method. If you are coming from below 18.0 Update 1 you may will have trouble to sign-in into your Silverback Console.
In general this could happen in the following scenarios:
- You missed the part in the Release Notes to Update your STS URL before updating.
- Your server has not activated the support of TLS1.0
- You came or started with Silverback beginning lower than 6.0 Update 3, where a typo was made
- Your redirect doesn't work
- Your Installation or Update failed
- Your Database Connection is broken
If you run into failures during Silverback Update then use the Troubleshooting steps written below
Login Flow
Open localhost on Server > You will be redirected to the External URL > There you will see the login screen > After authentication you will get back to localhost
Troubleshooting
-
Check if the folder structure is OK
No duplicates for SSP, STS, Admin or something else
2. Check if HTTP Redirect for Silverback is set like this
3. Check if SSL Certificate is still linked
4. Check if the URL Rewrite Module is installed on IIS
5. Clear Browser Cache (and check if admin opens localhost/admin and nothing else)
The old URL for forward to login like this will not work anymore
6. Try to use Chrome or Edge for opening localhost, if customer is not willing to install Chrome tell this is our supported Browser (we need to check here our prerequisites)
7. Try to open directly external URL
8. Try to open https://serverurl.com/sts/clients if this is not working there is something wrong with the installation
It should look like this : adminConsole and ssp, if there is something different open the hamburg menu and change it to the correct name
9. Go to serverurl.com/sts/clients, and click on the hamburger menu on the right side, look at the point of Oauth2, and check if there is a typing error on silverbackmdm.
Please check exactly if silverback or silerback is displayed
10. the Sts settings can be changed by using the Button on page serverurl/sts/clients
11. Try to open https://serverurl.com/sts/logs and collect the logs for us
12. If you can reach the external url, performs a login and receive "Access denied", check the logs for sts, there is a hint of whats going wrong
13. If all do not work and you receive "Access denied" add 127.0.0.1 externalserverurl into C:\Windows\System32\drivers\etc\HOSTS - save it and try again
14. You can also run the Powershell Script update_sts_entry.ps1 - please note to change the Value set to your own Silverback URL
15. In next step use this script update_audience.ps1 if the console cannot be started
16. How To Configure IIS To Listen On Specific IP Address: netsh http add iplisten ipaddress= 127.0.0.1
17. If this not work properly re-install IIS
18. in some cases uninstallation of Silverback and complete Folder Structure - Server reboot and new installation of the latest version should help (Please make sure, that you have a backup of your Server) UpdateWebSettings.sql