Shibboleth, "Shibboleth has encountered an error"

This document describes what to do if you receive an "We're sorry. Shibboleth has encountered an error while accessing this service." error.

Problem

When you are attempting to log in to a service or a link that requires NetID authentication, you may see this error for several reasons.

You may see the following error:

"We're sorry. Shibboleth has encountered an error while accessing this service."

Screenshot of the error message

Solution

First, make sure you are attempting to use a valid link. If you are using a bookmark, try getting to the site another way as bookmarks can cause this error.

Next, if you are using Safari on a Mac, first to make sure your browser is not blocking all cookies, which can prevent NetID login from functioning properly.

Next, completely restart the browser so that all previous windows and tabs have been closed. In some cases, this alone can fix the issue. If this does not work, then the issue can usually be resolved by clearing your browser's cache and cookies. Click the browser you are using below to find instructions for clearing your browser's cache and cookies.

Desktop Web Browsers

BrowserWindows Document LinkmacOS Document Link
Google Chrome
Google Chrome
Chrome (Win) - Clearing Cache and CookiesChrome (Mac) - Clearing Cache and Cookies
Firefox
Firefox
Firefox 57+ (Win) - Clearing Cache and CookiesFirefox 21+ (Mac) - Clearing Cache and Cookies
Safari
Safari
Safari (Win) - Clearing Cache and CookiesSafari 10.0.1+ (Mac) - Clearing Cache and Cookies
Internet Explorer 9, 10, & 11
Internet Explorer 9, 10, & 11
Internet Explorer 9, 10 and 11 (Win) - Clearing Cache and CookiesNone
Microsoft Edge
Microsoft Edge
Edge (Win) - Clearing Cache and CookiesNone
Opera
Opera
Opera (Win) - Clearing Cache and CookiesOpera 28.0 (Mac) - Clearing Cache and Cookies
edgelogo.jpg
New Microsoft Edge
New Edge (Win 10, 8, 7, MacOS) - Clearing Cache and CookiesNew Edge (Win 10, 8, 7, MacOS) - Clearing Cache and Cookies

Mobile Web Browsers

Operating SystemDocument Link
Android Icon
Android
Android (Jellybean) - Clearing Cache and Cookies
iOS Icon
iOS
iOS - Clearing Cache and Cookies
webOS Icon
webOS
HP webOS 2.x - Clearing Cache and Cookies
Windows Phone Icon
Windows Phone
Internet Explorer (Windows Phone) - Clearing Cache and Cookies

Legacy Versions

MacOS

BrowserDocument Link
firefox_icon.png
Firefox 3.5 - 20
Firefox 3.5 - 20 (Mac) - Clearing Cache and Cookies
Opera 10.50
Opera 10.50
Opera 10.50+ (Mac) - Clearing Cache and Cookies
safari_icon.png
Safari 5
Safari 5 (Mac) - Clearing Cache and Cookies
safari_icon.png
Safari 5.1 - 7.9
[Link for document 30233 is unavailable at this time.]
safari_icon.png
Safari 8.0+
Safari 8.0 - 10.0 (Mac) - Clearing Cache and Cookies

If you are still experiencing issues after completing those steps, contact the Help Desk.

See Also:




Keywords:problem login log in error account browser stale request shib   Doc ID:90327
Owner:ID M.Group:University of Illinois Technology Services
Created:2019-03-12 09:41 CDTUpdated:2020-11-12 10:14 CDT
Sites:University of Illinois Technology Services
Feedback:  2   6