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HelloID

HelloID tenant and user administration

Monitoring

  • Monitor HelloID using the built-in mechanisms; see HelloID administration.

  • Resolve Incidents related to HelloID user management:

  • Monitor any connected systems, including Identity providers (IdPs), for connection, stability and security issues.

  • Monitor the use of licenses via the License widget on the Admin dashboard.

Troubleshooting

1.

A user cannot log in.

Suggested action

On the Admin dashboard, go to

See

Re-enable the user

Reset the user's second factor authentication

Check if the HelloID portal is accessible (see below)

Directory > Users > Edit user > Enable

Directory > Users > Find user > Reset second factor

Enable a user 

Reset a user's 2FA 

2.

The HelloID portal is not accessible to users.

Suggested action

On the Admin dashboard, go to

See

Log in to HelloID using your 'local' backup account

Check the Identity Provider (status and connection)

Check the server(s) and Agent service(s) used for authentication

Review the sign-on policies

Check the portal access rules

Security > Authentication > Identity providers

Security > Policies > Sign On Policies

Security > Portal access rules

Identity providers (IdPs) 

Portal access rules 

Sign-on policies 

Note

If the portal access rules are configured in a way that locks you out completely, contact Support to disable all access rules.

3.

Notification emails about incidents in HelloID do not arrive.

Suggested action

On the Admin dashboard, go to

See

Check the email address for notifications

Settings > Company > Incidents

Incidents 

Helpdesk tasks/maintenance

1.

A user needs a hardware token (OAUTH).

Suggested action

On the Admin dashboard, go to

See

Assign OATH token to user

Security > 2FA > OATH Tokens > Add single token or Edit an OATH token

Add an OATH token 

2.

The company's 2FA policy changes.

Suggested action

On the Admin dashboard, go to

See

Enable/review 2FA enrollment

Enable password reset

Review password policy

Security > Password, 2FA

Security > Password > Self-Service

Security > Password > Policies

2FA 

Password self service 

Password policies 

3.

Directory synchronization should be performed more/less frequently.

Suggested action

Go to

See

Change the schedule for the task

Automation > Tasks > Edit task > Schedules

Directory sync

In this section: