"First Name and Last Name are missing" | SSO Troubleshooting

The “First Name and Last Name are missing” error occurs during Single Sign-On (SSO) when Otter does not receive the required first name and last name attributes from your identity provider (IdP). This is typically caused by missing or incorrectly mapped user attributes in the IdP configuration. To resolve the issue, review your SAML attribute mappings and ensure that the correct first name and last name fields are included in the authentication response.

First and last name attribute format

Otter requires the first and last name attributes to follow a specific format. Ensure your IdP configuration matches the format shown below. For additional guidance, see the SSO SAML setup documentation.

first_name: User’s first name (required) 

<saml2:Attribute Name="first_name" NameFormat="urn:oasis:names:tc:SAML:2.0:attrname-format:unspecified">    
    <saml2:AttributeValue xsi:type="xs:string">        
        first_name_value   
    </saml2:AttributeValue>
</saml2:Attribute>

or

<saml2:Attribute Name="urn:oid:2.5.4.42" NameFormat="urn:oasis:names:tc:SAML:2.0:attrname-format:uri">    
    <saml2:AttributeValue xsi:type="xs:string">        
        first_name_value    
    </saml2:AttributeValue>
</saml2:Attribute>

last_name: User’s last name (required)

<saml2:Attribute Name="last_name" NameFormat="urn:oasis:names:tc:SAML:2.0:attrname-format:unspecified">    
    <saml2:AttributeValue xsi:type="xs:string">        
        last_name_value   
    </saml2:AttributeValue>
</saml2:Attribute>

or

<saml2:Attribute Name="urn:oid:2.5.4.4" NameFormat="urn:oasis:names:tc:SAML:2.0:attrname-format:uri">    
    <saml2:AttributeValue xsi:type="xs:string">        
        last_name_value   
    </saml2:AttributeValue>
</saml2:Attribute>

Example of correct attribute mapping

Using Microsoft Entra as an example, your attribute mappings in your IdP should be configured similarly.

Common attribute mapping issues

If both first_name and last_name are mapped incorrectly, Otter may display the “First Name and Last Name are missing” error.

If first_name is mapped incorrectly, the user’s last name may not appear correctly in their Otter profile.

If last_name is mapped incorrectly, the user’s last name may not appear correctly in their Otter profile.