The table below provides information for log in problems that could be encountered. Assistance with logging in to the different applications configured on the Identity as a Service can be found at Application help. For additional assistance, please contact support@entrust.com.
Table: Logging In
|
PROBLEM |
SOLUTION |
|
The user forgot their User ID. |
Contact your administrator. |
|
The user lost their token/the token is unavailable. |
Select the fallback authenticator option. Contact your administrator if you do not have a fallback authenticator. |
|
The OTP is unavailable, and there is no access to voice, email or SMS. |
Contact support@entrust.com for assistance. |
|
The second-factor login using soft token failed. |
Confirm that the response entered is the correct one. Check if the time on your mobile device is synced with the phone carrier (and accounts for daylight savings). Contact support@entrust.com for assistance. |
|
The push authentication does not work. |
Select Cancel and re-attempt. Select the fallback authenticator option. Contact your administrator if the problem persists. |
|
The administrator is unable to login. |
Attempt to log in using an alternate authenticator option (if available). Contact support@entrust.com if the problem persists. |
|
The user is locked out of their account. |
If you are unable to unlock the user's account, contact support@entrust.com. |