How do I debug "Sorry. There was an issue processing your request."?

Answer

If the user sees the following, please note the URL. The user has successfully logged on with their IBM id and has been redirected back to SBS for the SAML authentication.?

Cause: The SAML authentication will fail with this message if the users had not been added to SBS or something went wrong with their setup in SBS. The most common reason is that the user is not activated in SBS (has not clicked the URL with token in the initial email to activate their account) or the trial they are trying to access is not activated on the Organization name that they belong.

Debugging steps:
1) Check for a Provisioning failure
? ? a) If there is a failure restart to see if it resolves the failure.
? ? b) If it does not resolve the failure submit a child ticket to the SBS Internal Support department. ?
2) Check to see if the account is on the Denied Parties List (DPL)
3) Look to see if the user exists in BSS/SBS. Locate the subscriber?to see if they exist in SBS/BSS; Trials requested from the SCX trial form uses the user's first and last name to create the organization name: <First name entered> <Last name entered>'s Company.
4)?If so click on their organization name. Are they an IBMer? do they have rights to the offering they are trying to access? On the left navigation select "Subscriptions" under the organization name.
5) If they are in BSS and are not active did they receive the email with the URL with the token and click it? If the client no longer has the email the tokenized URL or it has expired you can resend the email.
6) If these do not provide the information needed to resolve the issue?submit a child ticket to the SBS Internal Support department.