Please use this guide to troubleshoot common errors and issues you may face when using Banyan.

TABLE OF CONTENTS


Services

“Service Unavailable”

Error Message: “Service Unavailable. We’re sorry but service is currently unavailable.”


The backend service is having problems, or something broke the connection between Banyan and the backend service. Contact your local Banyan administrator, as this is likely not an issue with the Banyan platform itself.


“Unauthorized Request”

Error Message: “Unauthorized Request. We’re sorry, but you don’t have permissions to access this resource. Please contact your Administrator.”


You do not have permissions to access this resource. Contact your local Banyan administrator.


“Your connection is not private”

Error Message: “Your connection is not private”


For iOS devices running iOS 13 and higher, you must enable full trust for the certificate. Navigate to Settings > General > About > Certificate Trust Settings and enable full trust for the Banyan Private Root Certificate. Then, attempt to access the service again.


For all other devices, this error can occur if the Trusted Device certificate is not present in your device’s keychain/certificate manager. This certificate can be missing if your device has not yet been registered via the Banyan App. 


If you would like to access it without the Banyan App, click Advanced and then click Proceed with Caution to access the service.


DesktopApp Registration

“Client cert not provided”

Error Message: “client cert not provided”


This error was likely caused by an expired or invalid device certificate. To troubleshoot this error:


  1. Ensure your device is registered with your organization.

  2. Ensure your device has a valid device certificate.

  3. Restart your Internet browser and try to access the service from the Banyan App again.


Accessing Services

“Login Provider”

“Identity Provider reported an error”

Error Message: “Login Provider Error. The Identity Provider reported an error. Please contact your administrator.”


This error usually occurs when your organization's Identity Provider (IdP) configuration is incorrect. Please contact your Banyan administrator for assistance.



“User Not Assigned to the client application”

Error Message: “Login Provider Error. User is not assigned to the client application.”


This error usually occurs when you are not assigned to the Banyan TrustProvider application in your organization’s Identity Provider, such as Okta. Please contact your Banyan administrator for assistance.


Device Verification

“Client cert not provided”

Error Message: “Device Verification Error. Client cert not provided.”


This error is related to SaaS apps and typically occurs for “native apps”, which are apps having their own web view). Native apps do not have access to Keychain/Certification Management to access the certificates, which results in Client certificate not accessible.


To resolve this issue, ensure you have a valid certificate and if so, the app is likely a sandbox app that needs the Banyan Admin to enable Device Trust Verification.



“Your browser did not present a valid Banyan device certificate”

Error Message: “Device Verification Error. Your browser did not present a valid Banyan device certificate. Please quit your browser and try again.”


This error occurs when accessing a Banyan service and your browser is unable to present a valid device certificate. To resolve this issue, please quit your browser and try again.


Authorization

Error Message: “Authorization Error. Invalid Request. Please contact your local Banyan administrator.”


This error occurs when there is a misconfiguration of Banyan role. Please contact your Banyan administrator for assistance.


Authentication

Error Message: “Authorization Error. Could not read response from authserver. Please contact administrator."


This error occurs when the OIDC parameters don’t match between Banyan and your organization’s IdP or if the IdP hasn’t been configured in Banyan.


JavaScript Error

Error Message: “A JavaScript error occurred in the main process”


The Banyan Desktop App listens on a local port at `localhost:8118` to facilitate user authentication via a browser-based standards-compliant OpenID Connect flow. 


However, if your device has another application running on port 8118, the Desktop App will raise an error.


To resolve this issue, you must stop the application using port 8118 before the Desktop App authentication flow can proceed.