tiCrypt 2.18.1
Troubleshooting
Select the issue you are experiencing and follow the guided steps to resolve it.
What are you experiencing?
Login Errors
| Message | What it means | What to do |
|---|---|---|
| Login failed. Input is being reset ... | The password does not open the selected key, the key does not match an account on this deployment, or the account is inactive | Re-enter the password and confirm you selected the right key. Check you are on the right deployment card and using its key file. If you use several deployments, keys are not interchangeable. If it still fails, ask your administrator whether your account is active: accounts are deactivated automatically after too long without a login |
| Bad MFA certificate: certificate is for different user | You authenticated to MFA as someone else | Log in again with the correct user ID |
<n> login attempts remaining until account is locked. The next time you can log in is <date>. | Repeated failed logins | Wait until the time shown; the wait cannot be skipped. By default, more than 10 login attempts in a row without a successful login lock the account (your deployment can change this number), and an administrator must then re-activate it |
| Your key is no longer listed on the login page after many wrong passwords | After 10 wrong passwords in a row on this computer, counted across the login page and the lock screen, tiCrypt removes the cached key file. On the lock screen it also logs you out | Load your key file again. See Private Keys |
| You clicked Decline on the terms of service or CUI dialog | The session ended before it started | Log in again and click Accept. See Sign-In Notices |
| You must accept the terms of service | You pressed Esc or clicked outside the terms of service dialog | Click Accept to continue, or Decline to log out |
| You must enter the password to decrypt your key | The password field was left empty | Enter your private key password |
| Cannot upload more than 1 file. | Several key files selected at once | Add keys one at a time. See Private Keys |
| Not a key: must be a JSON object, Not a key: missing email, Not a key: missing keypair, or File was not valid JSON: ... | The file you loaded is not a tiCrypt user key file | Load the .key.json file you saved when you registered or last changed your password |
| Cannot use an Escrow key | You loaded an escrow key on the main login tab | Use the Escrow tab for escrow keys, or load your user key file here |
| Cannot use a sitekey | You loaded a site key on the main login tab | Use the Sitekey tab for site keys, or load your user key file here |
| Trouble connecting to the server | The page cannot reach your deployment's server | Check your internet connection and, if your institution requires it, connect to its VPN. If it still fails, contact your administrator |
| Trouble with session cookie | Your password was correct, but the browser did not keep the session cookie, which can happen when third-party cookies are blocked | Allow third-party cookies for the server address the message names, or use the Connect Application |
| A version warning above the login box | The front end, the Connect Application, or the back end is older than the others require | See Version Warnings on the Login Page |
If you have lost your password entirely, see If You Forgot Your Password.
Multi-Factor Authentication
| Message or situation | What it means | What to do |
|---|---|---|
| Multi-factor authentication opened in another window stays on screen | tiCrypt is waiting for you to finish signing in with your multi-factor provider in another window | Switch to that window and finish there. If you cannot find it, click Re-open MFA tab, then look for it in all your browser windows |
| The provider window stays open after you finish | The sign-in is complete | When it shows "The MFA process has finished.", close it |
| Bad MFA certificate: ... with a reason other than a different user | The multi-factor result could not be used | Sign in again. If it repeats, contact your administrator with the full message |
Lock Screen and Session Errors
| Message | What it means | What to do |
|---|---|---|
| Incorrect password, try again. | The password does not decrypt your key | Re-enter the password of the key file you signed in with. After 10 wrong passwords in a row, tiCrypt removes the cached key and logs you out |
| Login failed, try again. | Unlocking needed a full sign-in, because your server session had ended, and the sign-in failed | Check the password and complete any multi-factor window, then try again |
| You keep being asked for your password | The session locks after a period without activity (15 minutes by default), and only mouse clicks, running transfers, and VM console input count as activity; typing alone does not. Separately, your key is cleared once it has not been used for a while (20 minutes by default), and the next action that needs it asks for your password | During long typing sessions, click inside tiCrypt from time to time. If the timeouts do not suit your work, ask your administrator. See Session Lock |
| You are back on the login page after a break | The page stayed locked until its logout countdown ended (60 minutes by default) | Log in again |
Incorrect password, please try again. <n>/5 tries left | The Current Password in the Change password pop-up is wrong | Re-enter it. When no tries are left, tiCrypt logs you out. See Change Password |
Registration Errors
| Message | What to do |
|---|---|
| Must be a valid ID or email | Match your institution's login ID format, usually your institution email |
| Must be a valid Login ID | Your deployment requires a specific login ID format. Ask your administrator what it is |
May not exceed <n> characters | Shorten the entry. The login ID allows up to 120 characters, first and last names up to 40 each |
| May only contain alphabetic characters, apostrophes, and spaces | Remove digits, hyphens, periods, and other symbols from your first or last name. Letters (including accented letters), apostrophes, commas, and spaces are accepted; for a hyphenated name, use a space instead |
| Password too weak (a strength suggestion such as "Add another word or two. Uncommon words are better.", or Not strong enough) | There is no separate length error: a short password fails the same strength check. Use a longer password; length beats symbol substitution |
| Passwords do not match | Re-enter both fields |
| Invalid optional email | Correct the format, or leave it blank |
| Invalid characters in department, position, or notes | Remove unsupported characters |
| Authentication certificate did not match user being registered | The login ID you entered does not match the account you used in the multi-factor step. Register again with the login ID of that account, or ask your administrator for the required format |
| Sorry, that login ID is taken. Restarting registration. | Choose a different user ID |
| It appears that your deployment's registration token is incorrect. Please contact a system administrator to get a valid deployment file. | Ask your administrator for a current deployment file |
| It appears the authentication service on the server has crashed and cannot currently accept registration requests. Please contact a system administrator. | Contact your administrator; registration cannot continue until the service is back |
| There was an error fetching security requirements from the server ... | Check your connection and reload the page. If it repeats, contact your administrator |
| Registration failed: ..., Failed to generate keypair: ..., or Failed to encrypt private key: ... | Start the registration again. If it repeats, contact your administrator with the full message |
| Your private key was not saved, click Redownload before leaving this page | Click Redownload on the success screen and save the key file before you leave the page |
Escrow Users Only
| Message | What to do |
|---|---|
| You must select a group | You must pick the group your administrator assigned you before continuing. Ask them which one it is |
| Failed to list Escrow groups | Contact your system administrator. The deployment may not have escrow groups configured yet |
| You are not in any group | A key part belongs to a group, not an individual, so you cannot share one until you are a member of a group. Ask your Site Key Admin to add you, then have an existing member re-share the group's key parts with you. See Share Key Parts With a New Group Member |
Still stuck?
If none of the options above match your issue, or the suggested steps did not resolve it, contact your tiCrypt administrator with:
- The exact error message (if any)
- The name of the VM, drive, or file involved
- The approximate time the issue occurred
- The three version numbers from the login page. See Check Which Versions You Are Running