Skip to main content

SecureAuth Connector troubleshooting

This topic is intended to provide troubleshooting issues with the SecureAuth Connector.

For more information about the latest SecureAuth Connector version, see the SecureAuth compatibility guide.

Prerequisites and dependencies

  • Identity Platform release 19.07 or later, cloud deployment

  • At this time, the Connector is not certified for use on the Identity Platform on-premises appliance or a domain controller

  • Recommended installation on a standalone box

  • As a system administrator tasked with setting up the Identity Platform for your organization, you must have access to the same email used to provision and authenticate your access to the Identity Platform

  • Access to a local data store server containing your data stores

  • At minimum, the local data store server must have the following system requirements (the same configuration also applies to virtual machines):

    Operating Systems


    Ports to open

    Windows Server 2012 R2 (64-bit)

    Windows Server 2016 (64-bit)

    Windows Server 2019

    Internet Explorer 11+ or later

    Microsoft .NET Framework 4.7.2 or later

    Disk: 200MB

    RAM: 4GB

    Open port 443 to the data store

    Open port and add this to your firewall allow list

    Open any other ports to the data stores (for example, port 389 to the Active Directory)


    Be sure to install or update Microsoft .NET to 4.7.2 or later, as this requires a system reboot before you can download and install the Connector.


Connector is not responding.


There are some reasons why the Connector might not be responding:

  • Windows service is not running

  • There are no data store configurations; the Connector is installed and waiting for more instructions and is not able to do anything but send health checks


What you can do:

  • Restart the SecureAuth Connector Service from the Windows Control Panel

  • Look at the Connector logs for clues; the Connector log path is C:\ProgramData\SecureAuth Corporation\SecureAuth Connector\logs