18 of our users always fail to authenticate with the Zendesk SDK (according to our Sentry error logs). | Community
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18 of our users always fail to authenticate with the Zendesk SDK (according to our Sentry error logs).

  • November 28, 2023
  • 1 reply
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Shawn15

Its really strange that it only seems to affect these specific users. I don't believe there's an issue at our end, I'm starting to wonder if Zendesk are blacklisting these particular users at their end for some reason.

 

POST https://companyURL.zendesk.com/access/sdk/jwt [401]

Couldn't authenticate you
This is the request their SDK makes after we give them the temporary authentication token. Their backend is supposed to hit an authorization endpoint on our API gateway however we aren't seeing a large number of 401s in our own server logs that would match up with the errors we are seeing.

    1 reply

    Greg29
    • Greg29
    • November 29, 2023

    Hi Shawn! I took a log at the logs on our end and when I decode the JWT payload, it looks like the 401s are occurring when the token comes back without a name or email parameter. As we document here, those are two of the required parameters, so I would check your IdP to ensure that these users are configured correctly.

    Let us know if you have any questions!

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