When escalating tickets that contain SSO to Office 365 or SSO to Office application problems we need to ensue Fiddler logs are attached to help diagnose and resolve the problem.
Inform the customer that you need to arrange a team viewer session to collect some Fiddler logs, they need to be made aware that this will have to be downloaded and installed to a machine there.
If they agree then login to one of their machines and download Fiddler from https://www.telerik.com/download/fiddler with the options below:
The installation is fairly quick
Open up Fiddler from the start menu and navigate to tools / Telerik Fiddler Options
And ensure that de crypt https traffic is selected under HTTPS
Note this will prompt you to install a certificate - install this as per the on screen instructions
THEN CLOSE AND RE OPEN FIDDLER
Once its open go through the process of recreating the customers problem or ask them to go through it, Fiddler will capture what is going on in the background. You'll know if its working as you'll see information in the left hand window
Once you're done choose File / Save / All sessions
It will save as a .saz . Name it something useful like SSO via IE not working
Then copy from the customers machine to your machine and then attach the file to the ticket