What should I do if SAML/IdP authentication fails (e.g., “connection timed out” or ERR_CONNECTION_TIMED_OUT) and I cannot log in?

If SAML/IdP authentication fails with a connection timeout error (e.g., “ERR_CONNECTION_TIMED_OUT”) and you cannot access Granite, the cause may be a temporary server connection issue in Granite’s system. In this case, logging in will not succeed until the issue has been resolved in Granite’s server environment.

Do the following:

1. Wait a moment and try logging in again.

The issue may be temporary, and login may start working again shortly.

2. If the error persists, contact Granite customer support.

Mention that you are using SAML/IdP login and are receiving a timeout error (e.g., “ERR_CONNECTION_TIMED_OUT”).

Provide the time when the error occurs and the Granite environment you were trying to access (e.g., company.granitegrc.com).

3. Wait for confirmation from support.

Support will investigate the status of Granite’s system, identify any server connection issues, and resolve them. After that, you will be asked to confirm that login works again.

Please note that any work in progress may be interrupted during the connection issue. If you are still unable to log in after the issue has been resolved, reply to the support request and describe what happens (include the exact error message and time) so the issue can be investigated further.

Updated on: 15/06/2026