Pardot Knowledge Base

Single Sign On Troubleshooting

Last Updated: Jul 22, 2016 | Print this Article
 

If you're seeing Pardot login screens in Salesforce, you may be having issues with Single Sign-On (SSO) between Salesforce and Pardot. Follow the steps in this article to fix the problem.

Step 1: Make sure SSO is Enabled in Salesforce

SSO must be enabled in your Salesforce org. Have your Salesforce admin check to make sure it's enabled. See Salesforce's SSO documentation for more help.

Step 2: Try using SSO in multiple browsers

Use SSO in a few different browsers. For example, if you normally work in Chrome, try using Safari and Firefox.

If one browser works and another does not, clear the cache and any Pardot or Salesforce cookies for the browser that doesn't work and try again. You can find instructions for multiple browsers here.

If clearing your cache and cookies doesn't fix the issue, move on to step 2.

Step 3: Make sure third-party cookies are enabled

Check to make sure third-party cookies are enabled in your browser. You can find instructions for multiple browsers here.

If enabling third-party cookies doesn't fix the issue, contact your Pardot administrator and move on to step 3.

Step 4: If SSO still isn't working

Heads up: you'll need your Pardot administrator to complete these steps.
  1. in Pardot, navigate to Admin > User Management > Users. Edit the user's record.
  2. Change the user's email address (add an extra character, for example).
  3. Set the CRM Username dropdown to blank to remove the username mapping.
  4. Click Save user.
  5. Edit the user record again.
  6. Revert the email back to the original and map to the correct CRM Username.
  7. Click Save user.
  8. Verify SSO by checking the user table. The user's entry should look something like this:
    Accounts Linked

Need more? Start a conversation with other Pardot users in our Success Community