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SugarLive Setup- AWS Permissions and API Error

Kimberly Wolfe

Hi Everyone and Anyone-

Looking for some help with setting up SugarLive with my instance of SugarSell. 

We use OneLogin for authentication, which is also configured for AWS. 

When a user logs into our Sugar instance and clicks on SugarLive at the footer an error appears "'instance name' refused to connect"for where AWSConnect app should appear. When the error is clicked, it opens AWS console logged in as the user. User can access Connect app. 

Ive added two policies to the role 1) AmazonConnect_FullAccess 2) Custom policy to pass Onelogin users into instance. Wondering if I need another policy?

Additionally I looked into if it was an issue with the API. When I open the invoke URL I get an error "Missing Authentication Token." What does that mean?

Woudl appreciate ANY insights or help. I've already exhausted my efforts with Sugar support and OneLogin support, which got me at least to this point in the configuration (1 month deep). This is my first use of AWS, which makes this challenging to say the least! Im not a developer. Just IT Director of an agency who wants to use the tool. 

Kim Wolfe

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  • 0

    Hi ,

    I can't be of much help for your specific issue as I have not configured Sugar with Amazon Connect where SSO is used for both applications' authentication. We use Amazon Connect with Sugar, and what I can confirm is that the initial behavior you describe here is the same thing we experience:

    When a user logs into our Sugar instance and clicks on SugarLive at the footer an error appears "'instance name' refused to connect" for where AWSConnect app should appear. When the error is clicked, it opens AWS console logged in as the user. User can access Connect app.

    Since we don't use SSO, we are taken to a login page for Amazon Connect where we have to login with our respective credentials. The user is then automatically redirected back to Sugar with the Sugar Live console fully enabled. The 'refused to connect' message is a poor user experience at best and not unique to your configuration.

    Has Sugar Support confirmed they are able to configure a Sugar instance and Amazon Connect with the same SSO provider and have it function? While they may not be able to help you with your specific SSO configuration, they should be able to confirm that the general setup you are running works as expected and that there isn't a defect in Sugar.

    Chris

    Co-Founder | SugarCRM's 2024 Global Outfitters Partner of the Year

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  • 0

    Hi ,

    I can't be of much help for your specific issue as I have not configured Sugar with Amazon Connect where SSO is used for both applications' authentication. We use Amazon Connect with Sugar, and what I can confirm is that the initial behavior you describe here is the same thing we experience:

    When a user logs into our Sugar instance and clicks on SugarLive at the footer an error appears "'instance name' refused to connect" for where AWSConnect app should appear. When the error is clicked, it opens AWS console logged in as the user. User can access Connect app.

    Since we don't use SSO, we are taken to a login page for Amazon Connect where we have to login with our respective credentials. The user is then automatically redirected back to Sugar with the Sugar Live console fully enabled. The 'refused to connect' message is a poor user experience at best and not unique to your configuration.

    Has Sugar Support confirmed they are able to configure a Sugar instance and Amazon Connect with the same SSO provider and have it function? While they may not be able to help you with your specific SSO configuration, they should be able to confirm that the general setup you are running works as expected and that there isn't a defect in Sugar.

    Chris

    Co-Founder | SugarCRM's 2024 Global Outfitters Partner of the Year

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