3635949 - Blank white / IAS login screen appears when clicking on Joule icon from the solutions where Joule was integrated into

Symptom 1.

Joule was integrated into the SAP solutions successfully, such as SuccessFactors or S/4HANA Cloud or others. Even using the same IAS tenant in both BTP and the SAP solution for authentication, when clicking on the Joule icon, a blank white or IAS login screen is presented. SSO is not working.
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*Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental. 

If checking SAML trace (collected as per KBA 2461862 - Collecting SAML traces with Chrome, Edge or Firefox), it shows that the domain of IAS triggered by the solution is different with what triggered by Joule. For example, one is accounts.cloud.sap, the other is accounts.ondemand.com.

(In this example, SuccessFactors is the target SAP Solution.)

Symptom 2.

An additional symptom associated with the blank screen issue may be identified by inspecting the browser’s console logs while the blank screen is present. Look for log entries such as:

WebSocket connection to 'wss://<tenant_URl>.sapdas.cloud.sap/api/protected/connect-ws/clientapi/ws' failed: _createWebSocket @ webclient.js:2".

• Joule
• SAP Cloud Identity Services (SAP IAS)
• SAP SuccessFactors HCM Suite

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