SSO won't continue after entering a Domain.

[Raye]

Hello,

Our team recently came across an odd issue when trying to have new clients sign into their Zoom accounts. 

We use Single-Sign-On for everyone.  Our issue is that a few users are not able to continue after entering our domain "abcdefghi.zoom.us." When the user tries to click continue, nothing happens and there is no link coming up from their browser to let the sign in go through.   Any reasons for this? 

- All clients use Win 10, 11th gen Intel i7.

- Our users are all on version 5.12 or 5.13.  We tried new installs for both versions (no luck)

- No Networking issues are present for any other application.

- The users are able to sign in online to zoom.us and use zoom that way with no issue. (but it is not ideal). 

[colegs]

@Raye , are they able to go directly to "abcdefghi.zoom.us" in the browser (as the URL)?

[Raye]

Yes, the domain is reachable if searched in the Browser.  But its only the desktop app that is giving us trouble.    it recent development, we have noticed some other odd things happening related to our Default browsers. TBD after we test a bit more. this seems to be related with hyperlinks, or link button connection from an app to a browser.  Some users have found that the SSO works when a different browser is selected. (Edge for example.) 

[colegs]

If they are able to get to the domain in the browser, they should be able to sign in and then the client will not need a sign in.  Also, I am not sure which browsers you are using, but there are some limitations on which browsers are supported in Zoom.  

As for the client just hanging when you select that vanity URL, I have not seen that one before, and I don't have any idea why it would freeze up on you.  Are they connected to a VPN (or on an office network) which might be blocking some of the Zoom ports?

[Raye · Accepted solution]

It is an oddity. 

We have looked into it further and have found that the reason is its related to the default browser and what app is set there.  Our team uses Google Chrome (between version 106 up to 109 being the most recent).  The link selection would not work while it is on Chrome and so we set the Browser default to Microsoft Edge.  Then we tried it and that immediately loaded the site link to work with no issue.  We do have policy in place to force chrome as our default so. TBD if this fixes the link issue related to Zoom. 

Our Team does use a VPN, and we figured something was blocking it through the Network as well, but everything else was working except for a few other users who experienced a few other things that were in some for related.  For example:
- Outlook would give an error and not allow a link to be selected (so no link would work on their email) 

- For our Phone Software, SSO would not respond when signed into a desktop app.  (same situation with Zoom) 

For now we have narrowed it down to either Our policies with Chrome or Windows defender could be blocking something (but it doesn't hit everyone)     

All this to say, this is no longer a Zoom issue alone.  Thank you for chatting!