Token Validation Failed Error during SAML Login (Cloud)

Date: January 29, 2026
Audience: Everyone
Environmental Details: Cloud, Customer Validated Cloud (CVC)

Summary 

This article explains how to troubleshoot SSO login errors in Jama Connect that affect some users but not others. It outlines common causes related to certificate updates and browser caching, and provides steps to resolve the issue.

Solution 

If users encounter an error when logging in to Jama Connect Cloud via SSO but others are able to log in successfully, follow the steps below:

1. Ask the affected users to clear their browser cache and then attempt to log in again.
2. Alternatively, have them try logging in using an incognito/private browser window, which bypasses cached data.
3. If the issue persists after clearing the cache, ask the affected user to generate a HAR file while attempting to log in and share it with Jama Support for further investigation.

Cause 

This issue typically occurs when an authentication certificate used by the identity provider (IdP), such as Okta, has expired or was recently renewed. While the updated certificate may be working correctly, some users can still be impacted due to cached certificate or authentication data in their browsers.

Additional Resources

• Success Programs
• Success Catalog
• Datasheets
• Request a Solution Offering or Training from the Success Catalog 

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