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Do you receive an error whilst using SURFconext? Chances are you're receiving on of the errors on this page. You can read what your error means and what you can do to fix this problem. If your error is not on this page, or the problem persists after trying suggested fixes, please send a screenshot with your error to help@surfconext.nl



Error - an error occured

Example

Description

You receive this error when we don't know exactly what's wrong.

Solution

First, try logging in at http://profile.surfconext.nl/ Does that work? Then SURFconext is working and you were able to reach your institution. This means something is wrong with the connection between your institution and the service you are trying to reach: it's best to contact the helpdesk of your institution directly.

Otherwise, contact us at help@surfconext.nl and send us a screenshot of your error (comparable to the picture up there). Make sure the Unique Request ID is readable. Also tell us where exactly you are trying to log-in and what institution your account belongs.

Error - Your session was lost

Example

DescriptionYou will receive this error when your session becomes lost for one reason or another.
Solutions
  • Delete your cookies. In most browsers this is done under settings and history. Then close your browser and try again.
  • Try logging in with a different browser or by using incognito mode.
  • Try logging in step by step without resorting to using a bookmark, so by manually typing in the www-adress into the browser. You can only bookmark on the page before entering your username and password. If your link is very long, you are probably using an invalid bookmark.
  • If that does not work: Contact us at help@surfconext.nl and send us a screenshot of your error (comparable to the example picture above). Make sure the Unique Request ID is readable. Also tell us where exactly you are trying to log-in and what institution your account belongs to.

04-09-2019 - Do you need to go to "Mijn HSLeiden"? Google's toplink is broken, but you can just go to mijn.hleiden.nl directly


Error - Unknown Service

Example

DescriptionYou receive this error when trying to log-in to a service that hasn't been configured right yet.
Solution

Contact the IT-helpdesk of your institution and include a screenshot of the error you receive. They'll be able to tell if you're supposed to have access.


Error - Invalid signature on identity provider response

Example

Description

You receive this error when we receive unexpected information from your instution. Most likely, they replaced a certificate and have not alerted us, which means you can't log-in anywhere.

Solution

At this time, no outage is known. Please contact us at  help@surfconext.nl with 'invalid signature on identity provider respons' in the subject so we can contact your institution asap.


Error - No Identity Providers found

Example

Description

The service is configured on SURconext, but no institutions have been connected to it.

Solution
  • Check the IT department of your institution whether you should be allowed access to the service.
  • Contact us at help@surfconext.nl to verify if your institution has been connected to the service


Error - No access

Example

Description

You're able to log-in, but access has been denied.

Solution

The error should show a specific reason why access has been denied. If it still unclear, please contact your own IT-helpdesk. The SURFconext-team can't help you with this.


Error - Invalid Identity Provider response

Example

DescriptionYou receive this error because we've received invalid information from your institution.
SolutionPlease contact your own IT-helpdesk. The SURFconext-team can't help you with this.


Error - Missing required fields

Example

DescriptionThis error is given if your institution sends us incorrect data
SolutionNotify your own institutions' helpdesk so they can fix your account. State the shown missing attributes.


Error - Unable to continue to service

Example

DescriptionYou receive this error when you have declined sharing your information.
Solution

You have to close your browser, try logging in again and then accept sharing your data, If you don't want to share your data, you cannot log in to this service using SURFconext.

Error - You got stuck in a black hole

Example

DescriptionYou receive this error if the service provider (website) where you try to login, is unable to process your request correctly.
Solution

First, try and log-in to your service by using a different browser or an incognito-window.

If that doesn't solve it, you should contact the helpdesk of your own institution. Something is going wrong in the communication between them and your service and they'll need to fix that.

Error - Identity Provider error

Example

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DescriptionYou receive this error message when your educational institution (Identity provider) does not allow you to login.
Solution

Get in touch with the servicedesk of your own educational institution. (Something like helpdesk@youruniversityhere.nl) Unfortunately, SURFconext cannot help you.

Error - No connection between institution and service

Example

DescriptionYou receive this error message when your educational institution is not connected via SURFconext to the site / service where you want to login.
Solution

Get in touch with the servicedesk of your educational institution. Explain to them why access to this service is important for your job or studies and ask them to request a SURFconext-connection.

Error - Attribute value not allowed

Example

DescriptionYou receive this error message when your institutions sends account information that does not correspond to our configuration for that institution.
Solution

Get in touch with the servicedesk of your educational institution. Be sure to send them the concrete text of the error message you got.


Error - Attribute value not allowed

Example

DescriptionYou receive this error message when your institutions sends account information that does not correspond to our configuration for that institution.
Solution

Get in touch with the servicedesk of your educational institution. Be sure to send them the concrete text of the error message you got.


Error - No Suitable Token Found

Why do you get this message?

The service provider you are logging into requires strong authentication with a second factor, like the Tiqr app or a Yubikey token.

The error occurs when you do not yet have registered a second factor. Or, if you did register one, but the service requires a token with a higher assurance level than the token you registered.

Now what?

You can register your second factor via SURFsecureID. The proces can be started on https://sa.surfconext.nl/. There you can also see which token you already registered.

More information about using SURFsecureID can be found at Using SURFsecureID.


Fout - Logging in cancelled

Why do you get this message?

The service provider you are logging into requires strong authentication with a second factor, like the Tiqr app or a Yubikey token.

You have pressed the 'cancel' button when asked by SURFsecureID to present your token. Because a token is required for the service, you cannot continue.

Now what?

If you do have a token, restart the login process at the service provider to try again.

Tokens are managed in SURFsecureID. You can go to https://sa.surfconext.nl/ to see the details of the token you have registered.

More information about using SURFsecureID can be found at Using SURFsecureID.

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