How do I work with Technical Support for analysis involving a possible SSO issue?

Environment:

Oracle B2C Service, All versions

Resolution:

Administrators should first make every effort to troubleshoot configuration issues using the logs available natively within Oracle B2C Service.

In the situations where a product issue may be involved either during the implementation phase or with functionality updates, Technical Support will need the following details in order to move forward and investigate the issue as a potential product issue:

I. 

A Fiddler trace that needs to run locally, where the possible issue exists(Ex: SSO login error Console/Customer Portal). Please see the Fiddler installation instructions, below:

Fiddler Everywhere Reporter can be downloaded from the following Link
 
Instructions to run Fiddler:
 
1. Install Fiddler;
2. Start Fiddler;
3. When Fiddler starts, under the three-dot menu > Certificate, make sure that 'Capture HTTPS traffic' is enabled (**Important - if this step is skipped the results will not be useful**);
4. Near the top left of the Fiddler screen, select "Start Capturing Browser". This will open a new tab in Google Chrome or Microsoft Edge depending on the option selected in top left Fiddler screen, within the three-dot menu > Tools > Default Browser;
6. Attempt the SSO login using the Fiddler tab and wait until the error occurs;
7. Once the failed SSO login is reproduced, select 'Stop Capture'.
8. Save the Fiddler - select 'Save Capture' and save the file in the default format .saz
9. Compress the .saz into a 7z, xz, or Zip archive.
10. Attach this to the response of your service request.

II.

SAML Response

Can be captured using browsers(Firefox/Chrome) open source SAML plug-ins, when the issue reproduces/occurs(Ex: SSO login error Console/Customer Portal). 
After the SAML Response is captured, copy the browser results into a text file and attach the file to your service request response.

Links to install browser based SAML tracer:

SAML tracer for Firefox.

SAML tracer for Chrome.

III.

Detailed steps to reproduce the issue. 
It is important for Technical Support to know what were the steps taken prior to the occurring issue/error. The steps should include details like the below example:

1. What URLs were accessed;
2. What is the resource and/or button that was selected after the URL was loaded;
3. What is the expected behavior vs the actual behavior.
 
This is important for the purpose of replicating the issue at Technical Support's end that will decrease resolution time.