Prior to requesting Support Services, the licensee shall use commercially reasonable efforts to gather technical information for a specific problem. The specific information to be collected is listed in this article. Additional information may be requested.
Upon receipt from Licensee of notice of a Software problem, accompanied by reasonable supporting detail and provided that the Software problem is then under warranty or a support and maintenance obligation, SecureAuth Corporation uses reasonable efforts to determine if such Software problem exists and to correct, to the satisfaction of Licensee, such Software problem within the time-frames set forth in this Standard Maintenance and Support Policy, depending on the severity level of the Software problem.
Refer to this article when doing basic troubleshooting. If the problem persists, then use the Information gathering section below to collect the data needed for SecureAuth to appropriately address the situation.
Initial troubleshooting steps
These steps are typically for new deployments, so the latest version information is provided below. If using an older version of SecureAuth IdP (pre-9.0.x), then contact SecureAuth Support for version-specific information
Performing these basic troubleshooting procedures can often remedy common issues, reveal the source of a system problem, or indicate a starting point for servicing the system. Perform the following procedures in the order presented. Go as far as possible, and note results in the support ticket.
Check basic system operations
- Verify basic web access to the Appliance is available via HTTP method (https://) from a workstation on the same network subnet or verified accessible subnet. See the SecureAuth Appliance Default Webpage. If this is not accessible, then continue to the next troubleshooting step.
- Connect to the SecureAuth Appliance using a Remote Desktop Client. If unable to connect using an RDP client, then please continue.
- If this is not accessible, then verify the basic network setup of the appliance is compliant with the Appliance Pre-Deployment Installation Checklist and try again. If this is not accessible after the network setup is reviewed, then note any errors and provide this information in the Support ticket.
- Verify that the Operating System Time and Timezone settings are correct.
- Open the IIS Manager using the link provided on the Start menu. Expand the host to view the Application Pools, and verify that all Application Pools are running.
- Open Computer Management using the link provided on the Start menu. Expand the "Local Users and Groups" and verify that the account, "SecureAuth0" exists. If the SecureAuth0 account exists, then verify that it is a member of the "local Administrators" group. If it is not a member, then add it to the administrator's group and test again. If the problem is not resolved, then note the information in the support ticket and continue to the next step.
- Open Internet Explorer and browse to http://cloud.secureauth.com where the Default Services Page with a REF 127 or REF 128 on the first line should display. If this is accessible, then move onto the next step. If this is not reachable, then check the rule sets on all firewalls to ensure TCP 80 is open between the SecureAuth Appliance IP address and 220.127.116.11 and test again. If the problem is not resolved, then note the information in the support ticket and continue to the next step.
- Open Internet Explorer and browse to https://localhost/secureauth0/localadmin.aspx where the WebAdmin console pre-load page should display. If this page loads, then select "Continue" to enter the SecureAuth IdP WebAdmin Console. If this is not accessible, then note any errors and provide this information in the Support ticket.
The Case Registry Contact(s) provide SecureAuth Corporation with a description of the problem and complete/verify basic troubleshooting steps defined below.
To ensure accuracy, please provide the following information:
- Company Name, Address, main number
- Case Registry contact name(s), call back number(s) and/or email address(s)
- Problem severity level: Low, Normal, High, Urgent (See descriptions for Severity here)
- Integration status: Pilot, Proof of Concept, Partner installation, Customer
- Integration Types: SaaS, VPN, Enterprise Applications, Mobile, Management Tools, etc.
- Affected environment: Production, Development, Test
- Appliance platform: On-premises Hardware or Virtual / Partner-hosted Appliance
- Appliance Software version release version: (e.g. 8.0.2, 8.1.1, etc.)
- Describe the problem and the conditions under which it occurs
- Date and time problem was first encountered
- Exact error messages
- Relevant Event Log information
- Number of users affected by the reported problem (one user, users in group x, all users in domain x, everyone, etc.)
- Is the Problem repeatable? Define the steps taken to duplicate the problem
- Changes made to the configuration / environment prior to the problem discovery
- Changes made to the configuration / environment after the problem discovery
- Actions taken to isolate and resolve before contacting SecureAuth support
Select Option 2 or ask for Support