Box SAML SSO setup stuck at “Awaiting file connection” – certificates not recognized

Hello Box Support Team,

I am currently configuring SAML SSO for Box using Azure AD as the Identity Provider, but the setup seems to be stuck and I’m unable to proceed.

Issue description

• I started the SSO (SAML) configuration around 6:00 PM yesterday (JST).

• Since then, the Box Admin Console has continuously shown the status:
  “Awaiting file connection”

• Under SSO Certificates, it still shows “0 of 2 in use”.

What I have tried

• I have attempted to upload the SSO certificate multiple times from the Admin UI.

• The upload appears to complete, but the certificate is not recognized in the UI, and the count remains 0/2.

• I have reviewed several Box and Azure SAML setup articles and documentation, but none addressed this specific behavior.

Questions / requests

1. Is there any known issue or common cause where uploaded SAML certificates are not reflected in the Box Admin Console?

2. Is it possible that the SSO configuration is in a stuck or inconsistent state?

3. How can I completely reset or clear the current SAML SSO configuration and start the setup from scratch?

   • If there is a specific procedure or prerequisite to reset SSO settings, please let me know.

I have attached a screenshot of the current Admin Console status for reference.

Thank you very much for your assistance.
Best regards,

Miho.O