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Troubleshooting Okta Issues

If authentication or provisioning between Okta and Files.com fails, compare the affected user's or group's status in Okta with the History Logs and SCIM Logs in Files.com. This helps distinguish a change that has not been sent from a request that Files.com received and rejected.

Provisioning Delays

If a change remains pending in Okta, check its provisioning status and error details there. Check the Files.com SCIM Logs for the corresponding request and response. Correct any reported configuration or validation error before retrying the affected provisioning operation. A pending status alone does not establish why the update has not completed.

Users Provisioned but Missing from Groups

For a user who exists in Files.com but is missing an expected group membership, confirm that the group is configured for Group Push and that the user is an active member of that group in Okta. Then verify that the user is assigned to the Files.com application and that account provisioning completed before the membership update was sent.

Check that separate groups handle application assignment and Group Push, as required by the group provisioning setup. Using a single group for both purposes is unsupported, but a missing membership alone does not prove that this is the cause.

After correcting the assignment, membership, or provisioning problem, use Push Now for the affected group in Okta to resynchronize its membership. Review the resulting SCIM activity to confirm that the expected members were added.

Group Push Errors and Mapping Failures

If a pushed group shows an error or its membership is incorrect, open Push Groups in the Okta admin console and inspect the affected group's error details. Confirm that the corresponding group still exists in Files.com and that its identity matches the group Okta is updating. Changes made directly to a provisioned group in Files.com can leave it inconsistent with Okta's configuration.

Correct the reported problem, then use Retry All Groups in the Errors tab to retry failed updates. If the target group was deleted or its mapping must be recreated, follow Okta's Group Push recovery guidanceExternal LinkThis link leads to an external website and will open in a new tab. Review the unlink options carefully: deleting the target group can affect access granted through that group. Avoid deleting a working Files.com group merely to retry provisioning.

If the error continues, provide Support with the affected group, the time of the failed update, and the error shown in Okta or the Files.com SCIM Logs.