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Checking the error logs

If you are using FlexNet Manager Suite Cloud, you will need to provide the Error ID to Support.

If you are using FlexNet Manager Suite On-premise offering, you can enable debug-level logging and analyze the error logs yourself.

To enable debug-level logging:

  • Modify the log level for the following items to "DEBUG" in %programdata%\Flexera Software\Compliance\Logging\WebUI.config file.
    • Kentor.AuthServices (default: "WARN")
    • Root (default: "INFO")
  • Restart IIS.
  • Perform the same action which led to the error you encountered before (it will now emit debug-level logging).

Accessing the logs:

The WebUI log is accessible in %programdata%\Flexera Software\Compliance\Logging\WebUI\webui.log file.

Notice that most authentication-related errors with SAML begin with generic error message. The actual error log which is valuable is found in the end of line. For example,

ManageSoft.Compliance.Security.Sso.SamlCoreException: There is problem while authenticating via SAML. Please make sure (a) that the web.config element 'kentor.authServices' is correctly configured, and (b) that the web server can connect to the configured SAML identity provider (if automatic metadata download is enabled). ---> System.Configuration.ConfigurationErrorsException: Unexpected entity id "" found when loading metadata for "".
   at Kentor.AuthServices.IdentityProvider.ReadMetadata(ExtendedEntityDescriptor metadata)
   at Kentor.AuthServices.IdentityProvider.DoLoadMetadata()

 In the above log, the error log you will be interested to analyze will be:

System.Configuration.ConfigurationErrorsException: Unexpected entity id "" found when loading metadata for ""
   at ...​

Common errors and possible resolutions

#1 - Operator not being assigned to any role

Note that this is expected in most cases and not an actual SAML configuration issue. In fact you probably got things working if this is the only error you notice in the log file.

Example log:
User has no access rights in tenant


  • Ask your FlexNet Manager Suite administrator to assign you to a role via the Web UI.
  • If you are the administrator, either assign yourself to Administrator role via the database, or ensure you pass 'FnmsAdmin' claim set to 'true' for only yourself (and not other users/operators who are not meant to be granted administrator role upon first sign on). If you prefer to do this via database, you can run the following command:
EXEC dbo.GrantOperatorFullAccess ''

#2 - AudienceRestrictionCondition is not valid

Example log:

System.IdentityModel.Tokens.AudienceUriValidationFailedException: ID1038: The AudienceRestrictionCondition was not valid because the specified Audience is not present in AudienceUris
  • Check that the Audience URL configured in the IdP match your FlexNet Manager Suite URL (e.g. or the return URL. Keep in mind that there typically should not be any trailing slash and the URL is case-sensitive. Don't forget to check 'http' vs 'https'.

#3 - Invalid service certificates / null reference exception

Example log:

System.NullReferenceException: Object reference not set to an instance of an object.
   at Kentor.AuthServices.Configuration.ServiceCertificateCollection.InsertItem(Int32 index, ServiceCertificate item)
   at Kentor.AuthServices.Configuration.ServiceCertificateElementCollection.RegisterServiceCertificates(SPOptions options)
  • In your web.config within kentor.authServices section remove or comment out service certificates with invalid fileName reference, i.e.
    <!-- Remove or comment the following: -->
    <!-- <add fileName="" /> -->

#4 - No IdP with Entity ID xxx found / unexpected Entity ID found

Example log:

System.Collections.Generic.KeyNotFoundException: No Idp with entity id "..." found. ---> System.Collections.Generic.KeyNotFoundException: The given key was not present in the dictionary.
   at System.ThrowHelper.ThrowKeyNotFoundException()


System.Configuration.ConfigurationErrorsException: Unexpected entity id "urn:internal:federation:xxx" found when loading metadata for "urn:federation:xxx"
  • The EntityID you configured in <identityProviders> section in your web.config is not correct.
  • Inspect the SAML response sent by the IdP to see the Entity ID included in the SAML response. Make sure this match what's set in web.config.
  • Also verify that the Entity ID set in the IdP is correct and is a valid URL. It does not have to point to an actual location on the web i.e. Entity ID should be instead of OKTA_XXX.
  • Remember that Entity ID in the parent <kentor.authServices> is different from the Entity ID in <identityProviders> section. In typical setup the former will simply be your FlexNet Manager Suite URL, and the latter will be the Entity ID supplied by your IdP (e.g.

#5 - Failed signature validation

Example log:

Kentor.AuthServices.Exceptions.InvalidSignatureException: Message from failed signature verification
  • Verify that the public certificate you configured in SP via <signingCertificate> section matches the private key of your IdP.
  • Verify that the private certificate you configured in SP via <serviceCertificates> section matches the public key you supplied to your IdP.

#6 - Signature didn't verify or contents tampered

Example log:

Kentor.AuthServices.Exceptions.InvalidSignatureException: Signature didn't verify. Have the contents been tampered with?
   at Kentor.AuthServices.XmlHelpers.VerifySignature(IEnumerable`1 signingKeys, SignedXml signedXml, XmlElement signatureElement, Boolean validateCertificate)
   at Kentor.AuthServices.XmlHelpers.IsSignedByAny(XmlElement xmlElement, IEnumerable`1 signingKeys, Boolean validateCertificate, String minimumSigningAlgorithm)
   at Kentor.AuthServices.Saml2P.Saml2Response.ValidateSignature(IOptions options)
  • Verify that the public certificate you configured in SP via <signingCertificate> section matches the private key of your IdP.
  • Ensure there is no extra spacing/formatting/invisible characters in the public certificate you provided, or in the SAML responses being received by your IdP.

#7 - The signature verified correctly but that key is not trusted

Example log:

Kentor.AuthServices.Exceptions.InvalidSignatureException: The signature verified correctly with the key contained in the signature, but that key is not trusted.
  • Verify that the public key provided by your IdP team i.e. the one you configured within <signingCertificate> section in web.config.
  • If the metadata contains the same public key, does it have different contents from the one you configured within <signingCertificate> section in web.config?
  • Talk to your IdP team whether the certificate they provided is correct for the SP you are configuring. There are cases where your IdP team may have different environments (e.g. and If that is the case, did you IdP team provide you public key for the correct environment?

#8 - Signed AuthenticateRequests expected but no service certificates are configured

Example log:

System.Configuration.ConfigurationErrorsException: Idp "" is configured for signed AuthenticateRequests, but ServiceCertificates configuration contains no certificate with usage "Signing" or "Both". To resolve this issue you can a) add a service certificate with usage "Signing" or "Both" (default if not specified is "Both") or b) Set the AuthenticateRequestSigningBehavior configuration property to "Never".
  • In typical setup, you can set AuthenticateRequestSigningBehavior to "Never" in web.config file.
  • In advanced setup if you prefer to set up service certificates (required for SLO/assertion encryption), then ensure you set AuthenticateRequestSigningBehavior to "Always" and specify a valid certificate within <serviceCertificates> section.

#9 - Unable to load certificate file

Example log:

System.Security.Cryptography.CryptographicException: The system cannot find the file specified.
   at System.Security.Cryptography.CryptographicException.ThrowCryptographicException(Int32 hr)
   at System.Security.Cryptography.X509Certificates.X509Utils._QueryCertFileType(String fileName)
   at System.Security.Cryptography.X509Certificates.X509Certificate.LoadCertificateFromFile(String fileName, Object password, X509KeyStorageFlags keyStorageFlags)
  • This error indicates that certificate you specified either in <signingCertificate> or <serviceCertificates> cannot be found. Double check the certificate path you specified (either via file path or reference to Certificate Store path).

#10 - A unique match to certificate path is required

Example log:

System.InvalidOperationException: Finding cert through FindBySubjectName in LocalMachine:My with value matched 2 certificates. A unique match is required.
  • Modify the store certificate path in web.config to use different find mechanism that will result in one certificate being found. For example, you can change findType to FindByThumbprintFindBySerialNumber, etc.
  • Use another certificate with unique subject name.
  • Proceed with caution: delete the duplicate certificates which are not relevant from the Certificate Store.

#11 - Cannot verify signature of message from unknown sender

Example log:

Kentor.AuthServices.Exceptions.InvalidSignatureException: Cannot verify signature of message from unknown sender https://localhost:44300/Metadata
  • Verify the Entity ID set in <identityProviders> section in web.config and that it matches the Entity ID supplied by your IdP (or in the SAML response).

#12 - IdP returns status AuthnFailed

Example log:

Kentor.AuthServices.Exceptions.UnsuccessfulSamlOperationException: Idp returned status "AuthnFailed", indicating that the single logout failed. The local session has been successfully terminated.
  • This means that your IdP is unable to authenticate you, which can be caused by various reasons. Talk to your IdP team or IdP vendor to get the relevant logs. In Okta, you can view the logs by going to Okta admin page (classic UI) > FlexNet Manager Suite On-premise > View logs.
  • Some possible logs might be:
    • Malformed request: check the SAML request sent to the IdP (refer to how you can inspect SAML requests/responses exchanged section).
    • Issuer does not match: the certificate issuer you configured in <serviceCertificates> section may no match the issuer you configured in the IdP.
    • Invalid signature: the IdP is not able to verify the signature of your signed SAML requests and you should check the private certificate you configured in <serviceCertificates> section in web.config and compare it to the corresponding public key you uploaded/provided to your IdP.
    • Unauthorized: check the user permission in the IdP and whether the user is correctly assigned to the SAML application, the user is not suspended, etc.

#13 - Invalid provider type specified

Example log:

System.Security.Cryptography.CryptographicException: Invalid provider type specified.
  • If you generated a self-signed certificate and/or you are configuring <serviceCertificates> section, it might be a problem with the certificate not being generated using the correct API. For example if you used PowerShell's New-SelfSignedCertificate command, you may need to specify -KeySpec KeyExchange when generating the self signed certificate.

#14 - Received message contains unexpected InResponseTo

Example log:

Kentor.AuthServices.Exceptions.UnexpectedInResponseToException: Received message contains unexpected InResponseTo "id58c95ac8acce4ccd85826688510f5129". No cookie preserving state from the request was found so the message was not expected to have an InResponseTo attribute. This error typically occurs if the cookie set when doing SP-initiated sign on have been lost.
  • Ensure cookie is enabled in the browser.
  • Clear all cookies from your browser (or try in browser private/incognito mode).
  • If you have a load balancing farm you need to synchronize machine key as otherwise one server won't be able to encrypt cookies set by another server.

#15 - Unable to connect to remote server / operation time out when loading Metadata URL

Example log:

Unable to connect to the remote server ---> System.Net.Sockets.SocketException: No connection could be made because the target machine actively refused it
   at System.Net.WebClient.OpenRead(Uri address)
   at Kentor.AuthServices.Metadata.MetadataLoader.Load(String metadataLocation)


System.Net.WebException: The operation has timed out
   at System.Net.WebClient.OpenRead(Uri address)
   at Kentor.AuthServices.Metadata.MetadataLoader.Load(String metadataLocation)
  • This likely happens when you set metadataLocation as metadata URL in web.config.
  • Ensure your SP can download the specified metadata URL i.e. try hitting the metadata URL manually from a browser sitting in FlexNet Manager Suite server.

#16 - SAML operation cannot be processed because it is not signed

Example log:

Kentor.AuthServices.Exceptions.UnsuccessfulSamlOperationException: Received a LogoutResponse from http://localhost:44300/8a9c3d9f-3228-4d96-9c69-00000000/Metadata that cannot be processed because it is not signed.
  • Some SAML operations such as SLO require signed requests to be sent. For example, your SP cannot trust an IdP-initiated SLO if the saml2p;LogoutRequest sent by the IdP is not signed. To resolve this, talk to your IdP team and ensure such requests are signed so the SP can trust it.

#17 - No Saml2 Response found

Example log:

Kentor.AuthServices.Exceptions.NoSamlResponseFoundException: No Saml2 Response found in the http request.
   at Kentor.AuthServices.WebSso.AcsCommand.Run(HttpRequestData request, IOptions options)

#18 - Invalid account: please enter a valid email address (FlexNet Manager Suite Cloud)

Example log:

ManageSoft.Compliance.Security.Sso.SamlCoreException: Invalid account: please enter a valid email address.
   at Flexera.Web.Presentation.Security.SingleSignOnTenantSaml.ValidateIdentityUsername(String username)
  • Inspect the Name ID supplied in the SAML response (or if you set a custom authenticationLogin value in web.config e.g. "OperatorLogin", then inspect the "OperatorLogin" attribute value supplied in the SAML response).
  • The Name ID / operator identifier have to be a valid email address.

#19 - The SAML Response is not signed and contains unsigned Assertions

Example log:

Kentor.AuthServices.Exceptions.Saml2ResponseFailedValidationException: The SAML Response is not signed and contains unsigned Assertions. Response cannot be trusted.
   at Kentor.AuthServices.Saml2P.Saml2Response.ValidateSignature(IOptions options)
  • Inspect the SAML response returned by your IdP is signed.
  • Alternatively, set WantAuthnRequestsSigned to "false" in your metadata file, similar to below:
<EntityDescriptor entityID="..." ...>
    <IDPSSODescriptor WantAuthnRequestsSigned="false" ...>.../IDPSSODescriptor>

#20 - SP timeout / SessionNotOnOrAfter value is out of range

Example log:

System.ArgumentOutOfRangeException: Specified argument was out of the range of valid values.
Parameter name: validFrom
   at System.IdentityModel.Tokens.SessionSecurityToken..ctor(ClaimsPrincipal claimsPrincipal, UniqueId contextId, String id, String context, Byte[] key, String endpointId, Nullable`1 validFrom, Nullable`1 validTo, UniqueId keyGeneration, Nullable`1 keyEffectiveTime, Nullable`1 keyExpirationTime, SctAuthorizationPolicy sctAuthorizationPolicy, Uri securityContextSecurityTokenWrapperSecureConversationVersion)
   at System.IdentityModel.Tokens.SessionSecurityToken..ctor(ClaimsPrincipal claimsPrincipal, UniqueId contextId, String context, String endpointId, Nullable`1 validFrom, Nullable`1 validTo, SymmetricSecurityKey key)
   at System.IdentityModel.Tokens.SessionSecurityToken..ctor(ClaimsPrincipal claimsPrincipal, String context, Nullable`1 validFrom, Nullable`1 validTo)
   at Kentor.AuthServices.HttpModule.CommandResultHttpExtension.SignInOrOutSessionAuthenticationModule(CommandResult commandResult)
Root cause:
  • First, inspect the SAML response whether SessionNotOnOrAfter attribute is provided (which is the attribute which controls the SP session lifetime, before it has to re-authenticate with the IdP):
    • If not, it will be defaulted to UTC current date + timeout value configured. The timeout value configured will the be the default session lifetime configured in FlexNet Manager Suite/IIS, or alternatively from 2020 R1 onward, the default timeout will be retrieved from 'LoginTimeoutMinutes' value in compliance tenant setting.
  • If the value calculated from previous step is of earlier date/time than current UTC date, then this error will be thrown


  • Ensure SessionNotOnOrAfter provided is in UTC time and is not earlier than current UTC time.
  • Applicable to 2020 R1 onward: ensure 'LoginTimeoutMinutes' set in database is not a negative value.

#21 - Provided certificate is not valid because it does not contain a private key

This means that the certificate you configured in <serviceCertificates> section in web.config does not contain a private key to sign outgoing SAML requests from SP to the IdP.


  • If you specified a store reference path, make sure you don't add it in CA where private key can't be stored.

Inspecting the SAML requests and responses exchanged

In your browser, from example in Chrome, you can open the Developer Tools and open the Networks tab while trying to log in via SAML. You may need to check 'Preserve Log' option. Once you have done this, when performing SSO via SAML, you will be able to see all the HTTP requests happening behind the scenes. These HTTP requests will contain the SAML requests and responses exchanged between the Idp and SP.

To make things simpler - you can use any SAML message decoder plugin of your choice to easily inspect the SAML requests/responses exchanged.

Some ideas on what you can inspect:

  • If you get an error relating to Name ID being of unexpected format, inspect the Name ID in the SAML response.
  • If you are wondering why operator details are not populated correctly (refer to attributes supported), inspect the attribute in the SAML response.
  • etc.

Sample SAML request:Sample SAML requestSample SAML request

Sample SAML response
Some information you may be interested in are highlighted in yellow

Sample SAML responseSample SAML response

Using StubIdP for testing purpose

Heads up:

  • Never configure your FlexNet Manager Suite production environment with StubIdp.
  • It is highly recommended to disable network access to the FlexNet Manager Suite system in such a way that only you can access the system. 
  • Ignoring the above warnings can lead to people gaining unauthorized access to your system - as you will be using StubIdP (essentially a mock/fake IdP which allows you to impersonate any identity without needing any credentials).

If you are a FlexNet Manager Suite administrator and wants to test run the configuration prior to engaging with your IdP team, or you have been in back-and-forth discussions with your IdP team and the configuration just doesn't seem right, then using StubIdp might be the right choice for you.

  • Go to
  • Create your own tenant by going to StubIdp homepage > click on "create your own IdP tenant". You will need to do this on your own and in turn you will get a unique URL similar to Replace any reference to this URL with your own in the proceeding steps.
  • Fill in the following details to automatically pre-fill Assertion Consumer Service URL, Audience URL, predefined users, and Attribute Statements:


  "HideDetails": false,
  "UserList": [
      "DisplayName": "Admin User",
      "Description": "A user who will be granted Administrator rights upon first login",
      "Assertion": {
        "NameId": "",
        "AttributeStatements": [
            "Type": "FnmsAdmin",
            "Value": "true"
  "DefaultAssertionConsumerServiceUrl": "",
  "DefaultAudience": "",
  "IdpDescription": "FlexNet StubIdP - testing only"



<kentor.authServices entityId="" returnUrl="" authenticateRequestSigningBehavior="Never">
        <add entityId="" signOnUrl="" allowUnsolicitedAuthnResponse="true" binding="HttpRedirect" loadMetadata="true" metadataLocation="~/App_Data/metadata.xml">
            <signingCertificate fileName="~/App_Data/" />
        <!-- Not needed in typical setup unless you want to configure SLO. -->
        <!--<add storeName="My" storeLocation="LocalMachine" x509FindType="FindBySubjectName" findValue="" use="Signing" />-->


  • When you hit FlexNet Manager Suite URL, you will be redirected to StubIdP where you can choose to impersonate any user. If you use the predefined values above, you should see "Admin User" in the dropdown. Select any user and hit on the 'Login' button.
  • If that works successfully, you can be sure that you have configured SAML successfully in FNMS, and can provide the relevant values below for your IdP team to create the actual SAML application you will be using in your production environment:
    • Assertion Consumer Service URL
    • Audience URL
    • The expected Name ID value (typically email address)
    • Optionally any attribute statements they should pass along the FlexNet Manager Suite
    • Have them provide the IdP X.509 public certificate so you can configure them in the signingCertificate section in web.config file above
    • etc.
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Level 7

@kent-au Thanks a lot for the detailed article , this very much useful and simpler to follow.


By the way, i was testing the SSO in one of my customer premise where i have observed that once the SAML authentication is started from the Okta, the site is just freezes at below URL. 

when checked in SAML tracer , it is stuck at the below step .


But when i reload the page, it is going to /suite .


Note : the mentioned issue is reported in new each login from Okta to FNMS .


Flexera Alumni

Hi @emtmeta,

What SSO/recipient/destination URLs do you have configured in Okta? From what it sounds, there might be an issue with the redirect URL configured in Okta.

For Okta configuration guide, see

For WebUI side of the configuration, see 

Also, is the behavior you are describing consistent across different browsers and devices?

Cheers, Kent

Level 7


Thanks a lot for the feedback.

I had a detailed troubleshooting and did some changed returnUrl in the web.config file as follows

Old Value : returnUrl=""
New Value : returnUrl=""

When i removed authServices from the URL, the reported issue is no longer observed.

is this right practice ?


Junaid Vengadan


Flexera Alumni

Hi @emtmeta,

I can't say for certain but I remember seeing similar configuration for 'returnUrl' i.e. without /AuthServices. That should be completely fine as long as authentication flow works as expected for both IdP and SP initiated SSO.

Cheers, Kent

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Last update:
‎Sep 02, 2020 05:33 AM
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