Google SSO Validate account error

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1

We have set up Google SSO with Knack, but we are getting inconsistent responses from Knack depending on the browser and OS being used. What happens is that when the list of Google accounts is presented and the appropriate account selected, Knack goes to a page showing a ‘Validate account’ button (sometimes). When clicked, it just spins and nothing happens. In some circumstances it doesn’t even go to the Validate account page, but just comes back to the ‘Sign in with Google’ page. Knack has been working on this for over a month and I even found the issue brought up in 2001, ostensibly resolved, but even the senior engineers are making no progress on the issue. This is a serious problem for our application.

2

Hi @DennisVlas28529 ,

Thank you for bringing this to our attention and for your patience as we work through this issue. We understand how critical seamless Google SSO is for your application, and I want to assure you that we take this matter seriously.

Our engineering team has been actively investigating the problem, and while it has proven to be more complex than initially anticipated, please rest assured that it remains a top priority. We have escalated it further and are collaborating with relevant stakeholders to find a resolution as quickly as possible.

Please don’t hesitate to reach out via your original ticket with us if you have any further questions or need additional assistance in the meantime.

3

As you are working on this issue, it would help if I could understand these two things:

  1. What is triggering the call to the ‘Validate account’ page;
  2. What is the ‘Validate account’ button trying to do?
    I am finding different behaviors on different platforms. On iOS, it seems the workaround is to use Safari and turning off cross site tracking. On MacOS it also works in Safari and sometimes in Chrome, though I can’t figure out when it works and when it doesn’t. On Windows, it fails on Chrome, but if I close the tab and relaunch the call, it works fine. Needless to say, it is very disruptive for my users, most of whom are over 80 years old as this is a retirement community using the system.
4

Any update on this? I was also told back in August it would be resolved soon but have heard nothing.

5

We work around the problem by opening Knack in the same tab as the Google account.