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Resolve Login Errors

Introduction

There are a number of reasons why you may not be able to log in to the CIS SecureSuite Platform. This Guide covers the different login errors and how to troubleshoot them.

Incorrect Username or Email

If you have multiple work emails or usernames, you may be using the wrong one or simply mistyping it. Contact one of your System Admins to verify the email or username associated with your CIS SecureSuite Platform account.

Disabled Account

One of your System Admins may have disabled your account. Contact them to find out the reason and whether they will re-enable your account.

Lockouts

If you reach the maximum number of failed login attempts in a defined period of time, your account will be locked.

You can regain access by changing your account's password, contacting one of your System Admins to unlock your account, or waiting until the lockout ends.

Unlock Account

On the Users tab of Admin, System Admins can unlock your account for you.

Wait for Access

On the Email & Login Settings tab of Admin, the CIS SecureSuite Platform has a Wait Time field that determines how long temporary lockouts last. If your company's security policy prohibits unlocking accounts, you can contact one of your System Admins to see how long the wait time will be.

Forgot Password

Info

This function is not available to IdP users. You will need to go through your identity provider to retrieve your password.

1. Select Forgot Username or Password?.
2. Enter the email associated with the account.
3. Open the email and select Reset Password.
4. Complete the fields as follows:

  • Username/Email: Enter the username or email associated with your CIS SecureSuite Platform account.
  • New Password: Enter a new password.
  • Confirm New Password: Enter the new password again.

Password Requirements

The password must meet the password requirements defined on the Email & Login Settings tab of Admin.

5. Select Change Password.
6. Select Return to Login Page and use your new password to log in to the CIS SecureSuite Platform.

Unable to Display Login Page

If the page is not displaying, the Keycloak task likely did not start properly. Follow the instructions below to run Keycloak:

Windows

1. Open Task Scheduler.
2. Select Task Scheduler Library, right-click Keycloak, and select Run.

Linux

1. Open Terminal.
2. Run the following commands: 

sudo systemctl restart keycloak

Contact CIS Product Technical Support

If you are encountering an issue that is not covered anywhere in the CIS SecureSuite Platform Guide, open a ticket with CIS Product Technical Support.

Please provide as much information as possible to expedite the support process.