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Troubleshooting Okta Issues

If you encounter issues with authentication or provisioning between Okta and Files.com, review the steps below to identify and resolve the problem. You can also check the History Logs and SCIM Logs for details on authentication and provisioning activity.

Provisioning Delays

Provisioning updates from Okta to Files.com may not appear immediately when multiple user or group changes occur close together. Okta processes these updates sequentially, and pending jobs can delay when changes are reflected in Files.com. This is expected behavior when many provisioning events are queued. If the status in Okta remains pending for an extended time, review the provisioning logs and trigger a re-push or force provisioning action to complete the update.

Users Provisioned but Missing from Groups

In some cases, users may be successfully provisioned to Files.com via SCIM but not added to the expected group. This occurs because of a known limitationExternal LinkThis link leads to an external website and will open in a new tab in Okta's provisioning process. When the same group in Okta is used for both application assignment and Group PushExternal LinkThis link leads to an external website and will open in a new tab, Okta may process the group membership update before the user profile provisioning is complete. This creates a race condition in which the user account appears in Files.com, but the group membership update fails to apply.

To prevent this behavior, maintain separate groups for each purpose: one for application assignment and another exclusively for Group Push. This ensures user profiles are created before membership updates occur and keeps group data consistent in Files.com. Okta does not support using the same group for both app assignment and Group Push. Always use a dedicated group in Okta for Group Push.

Group Push Errors and Mapping Failures

Group PushExternal LinkThis link leads to an external website and will open in a new tab from Okta to Files.com can occasionally fail, show a pending status, or result in incorrect membership data. These issues often occur when the link between the pushed group in Okta and the corresponding group in Files.com becomes misaligned. The most common causes are deleting or renaming a pushed group in Files.com, or making manual changes that break the mapping between Okta and the target group. Once this connection is disrupted, Okta cannot correctly update or remove members during provisioning.

To fix this issue, review the affected groups in the Push Groups section of the Okta admin console and check the error details. After correcting any configuration or mapping problems, click Retry All Groups to re-push the affected items. If the problem persists, remove the existing group push configuration in Okta and push the group again to recreate the connection with Files.com.

If errors continue, create a new group in Okta and push it to Files.com. Successful provisioning with a new group confirms that the issue is tied to the original mapping rather than the integration itself. Regularly monitoring group push activity and avoiding manual group changes in Files.com helps maintain consistent provisioning and prevent future failures.