tiCrypt 2.17.15
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. After 10 wrong passwords, the Connect Application also removes the key from this machine, so load your key file again |
| You clicked Decline on the terms prompt | The session ended before it started | Log in again and click Accept |
| 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 |
If you have lost your password entirely, see If You Forgot Your 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 |
| 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, 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 |
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