Verify Platform

Ensure that you are on current versions of your technology stack. If you're using an older version of a programming language or library consider updating to the current version.

• Check the Auth0 support matrix to see if the language or library versions you're using is supported.

• If there's a problem in one environment (such as development) but not another (such as production), compare the versions of the technology stack across the two environments.

• If not, upgrade your technology stack and browser to the latest versions and test again before creating a support request.

Testing on different browsers, platforms, locations, and users can help narrow down the source of a problem when it occurs. Perform the following tests and review the logs in your Auth0 dashboard after each test for more information.

• Does the issue happen with all browsers or just some?

• Test in a new incognito or private browser session (no previous state).

• Upgrade to the latest browser version and re-test.

• Turn off browser plugins and re-test to see if a plug-in contributes to the issue.

• Does the issue occur for all users or just some?

• If some, is there a pattern? Such as location, connection, or role?

• Does the issue happen with all connections or just one?

• Does the issue happen with all clients or just one?

• Try the development, staging, and production environments of your application(s).

• Try across different Auth0 tenants to see if any differences.

• If the issue is consistent, note the steps to reliably duplicate the issue.

• If the issue intermittent, note any pattern that might cause it.

• Is this an issue with a new setup, or did it work before and is now broken?

  • If it just broke, what changes were made?

  • Does undoing the changes fix the issue?

• Check the user's profile, browser, or device for any issues.

• Check to see if it happens in all browsers for the affected users (indicating a data issue) or just certain types of browsers (indicating a browser-specific issue).

• Check to see if the browser has enabled JavaScript and cookies.

• Check that the caps lock key is disabled.

• If the user is using a mobile device, check to see if there's any software that might impact authentication and/or authorization (such as not running some type of required software).

• Check to see if the user can access some of the application's key URLs, such as the identity provider's Single Sign-on (SSO) URL (indicating a network connectivity issue).

• Check if any recent changes to your application or any APIs you call?

• Check if any recent network changes (load balancer, firewall, proxy config changes).

• Check if any recent infrastructure changes (e.g. credentials for LDAP or DB servers?)

• Check for any patches or updates to applications, infrastructure, or technology stacks.

• Check that all your servers are running NTP and have accurate time sync

• Check if any of your certificates have expired.

• Check with owners of any remote identity providers if anything changed.

  • Check network connectivity to any remote identity providers.

• Check notifications in Auth0 dashboard/migrations - any changes you overlooked?

• Check Auth0 change log - any recent configuration changes related to your issue?

• Check if any component in the technology stack has been updated or patched recently?

• Verify Connections
• Verify Domain
• Verify Rules
• Check Auth0 Status
• Monitor Applications