Zoom - Something went wrong when signing in with SSO / Check your email for confirmation

Issue:

Campus member receives an error stating: Something went wrong when signing in with SSO when attempting to sign in to Zoom via SSO.

 

Error message stating that no mail forwarding rules have been set up for a user.

 

Troubleshooting and solution: 

  1. Look up the user's NetID on Neoweb Account Support Tool.
  2. Select Mail Routing under Directory Entries. Check for the existence of a mail route. If you see the message "No mail routing rules have been set up for this user," have them:
    1. Navigate to https://gateway.tamu.edu.
    2. Have the user log in with their NetID and NetID Password.
    3. Select Email Settings.
    4. Configure Email Forwarding on the account (instructions at https://servicenow.tamu.edu/kburl.do?article=KB0011912).
  3. Refresh Mail Routing in Neoweb one the campus member has configured their email forwarding and confirm the change.
  4. Have the campus member:
    1. Navigate to https://tamu.zoom.us. NOTE: Warn the campus member NOT to go to zoom.us or zoom.com. Attempting to log in at either of those URLs will result in additional problems.
    2. Click on Sign In.
    3. Have the user log in with their NetID@tamu.edu email and NetID Password. NOTE: The user MUST use their NetID@tamu.edu email address when logging in. It cannot be just their NetID nor an emailAlias@tamu.edu address.
    4. Check the email inbox they configured when setting their email forwarding. They should receive a confirmation email from Zoom.

Contact Senior Support if the issue persists or the user cannot find the confirmation email.

Cause:

This occurs when there is no mail route available for the user's account. This often occurs whenever a campus member with a newly-activated NetID attempts to sign in to Zoom before TAMU mail routing is set up.

If the user initially had attempted to sign on at zoom.us or zoom.com, the user will have to respond to a confirmation email sent to them that may have not been delivered due to no available email routes. Otherwise, A Proofpoint filter has been set up to capture these emails that are destined to bounce. This message will NOT be re-delivered upon successive attempts to sign on at tamu.zoom.us and will ONLY be re-delivered upon successive attempts to sign on at zoom.com/zoom.us.

If the user only had attempted sign-on at tamu.zoom.us, they can potentially have the confirmation email re-delivered upon successive sign-in attempts at tamu.zoom.us. 

The below diagram illustrates the path by which these errors occur:

 

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Article ID: 731
Created
Wed 7/31/24 10:40 AM