Error Messages & Troubleshooting

ERROR MESSAGE

WHY THE ERROR OCCURED & HOW TO FIX IT

ACCESS DENIED DUE TO COMPANY STATUS

Reason

The status of the company is such that no service can be provided. 

How to fix it

The Administrator must contact Known Access support team to understand the issue and resolve it.

AUTHENTICATION FAILURE

Reason

Authentication failure because of  various factors

How to fix it

User should try one or two times and if the issue persists then the administrator must contact Known Access support team to resolve the issue.

CODEWORD CHANGE FAILURE

Reason

A codeword change required whenever a user logs in for the first time using a temporary codeword. The user is prompted two times to enter the new codeword. If the two codewords don’t match then this error is generated.

How to fix it

The new codeword must be alphanumeric with at least 1 upper case and 1 special character. Make sure two entries of the codeword are identical.

DATA CORRUPTION IN NACPASS APP

Reason

This error is given when corrupt data is received from a NacPass App. You should see this error very rarely as it is caused by data transmission errors.

How to fix it

Most of the times one or two extra attempts to use NacPass should work fine. If this error persists then the user’s NacPass must be re-registered. In order to re-register a user’s NacPass please go to the “MFAs” screen, select the user and click on “Setup NacPass” button. The user will get a NacPass registration email. The user should follow the process and register the App again.

INVALID CREDENTIALS

Reason

Codeword or Token or Both incorrect. 

How to fix it

It could be a typo during the authentication process. Ask the user to try again and enter his/her codeword and token correctly to fix the problem.

USER ACCESS DISABLED

Reason

When a user tries to access the network multiple times with incorrect credentials then the user is disabled

How to fix it

Administrator can modify the particular user to make him/her access the network again. In order to make the user access the network again, click on the “Users” button and select the user from the list. Click on the “Modify User” button and enable the user.

USER ACCESS DISABLED BY ADMINISTRATOR

Reason

It is clear from the error that the administrator has disabled the user.

How to fix it

Administrator can modify the particular user to make him/her access the network again. In order to make the user access the network again, click on the “Users” button and select the user from the list. Click on the “Modify User” button and enable the user.

NACPASS DISABLED DUE TO EXCESSIVE PHASE-PHRASE ATTEMPTS

Reason

The user has entered incorrect passphrase too many times on his NacPass App.

How to fix it

Administrator can modify the particular user to make him/her access the network again. In order to make the user access the network again, click on the “Users” button and select the user from the list. Click on the “Modify User” button and enable the user.

INCORRECT PHONE TYPE

Reason

It is possible when a user changes his/her phone from IOS to Android based phone or vice versa.

How to fix it

The user must re-register the App on his/her new phone. In order to re-register please go to the “MFAs” screen, select the user and click on “Setup NacPass” button. The user will get a NacPass registration email. The user should follow the instructions and register the App again.

INCORRECT YUBIKEY USED

Reason

The user is using a Yubikey that is assigned to someone else.

How to fix it

User must have picked up someone else’s yubikey. The user must be notified. If this user is repeatedly making the same mistake then the Yubikey in question can be disables. In order to disable a Yubikey, click on the Yubikey button and select the Yubikey you want to disable. Set the status of the Yubikey to “disable”.

NACPASS RESET; USER MUST RE-REGISTER

Reason

Excessive invalid passphrase attempts caused the NacPass to be in disable state. 

How to fix it

The user must re-register his NacPass. In order to re-register the user’s NacPass please click on “MFAs” button, select the user and click on “Setup NacPass” button. The user will get a NacPass registration email. The user should follow the instructions and register the App again.

TOKEN RE-USED

Reason

The user is using an earlier used token.

How to fix it

You should very rarely (or practically never) see this message as it signals data transmission issues. Let Known Access support team know about it.

TOO MANY INVALID PASSPHRASE ATTEMPTS; NACPASS APP DISABLED

Reason

User’s NacPass is in disabled state.

How to fix it

In order to user’s enable NacPass, click on “Users” button and select the user from the list. Click on “Modify User” button and enable user’s NacPass.

TOO MANY INVALID PASSPHRASE ATTEMPTS WILL RESET NACPASS

Reason

Although the user’s NacPass App has been disabled but the user is continuing to guess passphrase.

How to fix it

If the user remembers his passphrase then you can simply enable the user. If the user does not remember his passphrase then administrator must ask the user ro re-register NacPass App. In order to re-register a user please go to the “MFAs” screen, select the user and click on “Setup NacPass” button. At this point the user will get a NacPass registration email. The user should follow the process and register the App again.

WARNING – EXCESSIVE FAILURES WILL DISABLE NACPASS APP

Reason

The user’s NacPass is already in Disable state and invalid passphrase attempts are continuing.

How to fix it

Possibility is that the user forgot his/her passphrase and trying to guess it. The other possibility is that a hacker has access to the user’s phone and he is trying to break-in. In either case user should be asked to re-register. In order to re-register a user’s NacPass please go to the “MFAs” screen, select the user and click on “Setup NacPass” button. The user will get a NacPass registration email. The user should follow the instructions and register the App again.

YUBIKEY CONFIGURATION DATA MISMATCH

Reason

The Yubikey used by the user has no configuration data. It is possible the administrator forgot to upload the Yubikey configuration file. 

How to fix it

Click on the “Yubikey” button and select the Yubikey in question. If it is not found then upload the configuration file. Once the configuration file is uploaded, the Yubikey can be used.

YUBIKEY DISABLED

Reason

User is using a Yubikey that has already been disabled.

How to fix it

The administrator can either issue another Yubikey to the user or enable the existing Yubikey. In order to enable a Yubikey, click on the Yubikey button and select the Yubikey you want to enable. Set the status of the Yubikey to “Unassigned” from “Disabled”.