Onboarding Troubleshooting

This page provides tips to help you resolve potential issues when onboarding to the Delinea Platform.

Issue: Can't Find My Delinea Support PIN

Resolution: To find your PIN to access Delinea Support services:

  1. Make sure you have followed the original email instructions for logging in to the Delinea Cloud portal and Support portal.
  2. Log in to the Delinea Support portal.
  3. Click Cloud Portal.
  4. Click Thycotic One/Cloud Manager.
  5. Click Generate Tech Support PIN.
  6. Click Generate Privileged PIN.
  7. Click OK.

Issue: Missing Expected Email Notifications

After you are approved for a trial, you should receive the following sequence of three emails from Delinea during your onboarding process:

  1. Welcome to your Secret Server Cloud Trial on the Delinea Platform

    • Sent after you are approved for a trial.
    • Complete the tasks in this email to receive the second email.

  2. Welcome to the Delinea Support Portal!

    • Sent after you complete tasks in email #1.
    • Complete the tasks in this email to receive the third email.

  3. You have been invited to the <tenant-name> tenant on Delinea Platform

    • Sent after you have logged in to the Support portal.
    • Make a note of the provided cloudadmin account login/username, save it in a safe place, and click Accept Invitation.

    • Although the invite link in the email is long-lived, it will expire and can only be used once.

Resolution: If you do not receive the expected email notifications from the Delinea Platform, check the following:

  1. Start by checking your spam or junk folder. Sometimes legitimate emails can be filtered as spam by mistake.
  2. Review your email settings to see if you have any filters or rules set up that may be diverting or deleting incoming emails.
  3. If your IT organization is using spam filtering services, check that these emails are not blocked by those solutions. If necessary, you can add the delinea.app domain to the appropriate allowlist rules.
  4. If your mail server configuration requires you to add IP addresses to the allowlist to receive mail or to support STARTTLS, our mail server IP addresses are as follows:
    • 54.240.75.72
    • 54.240.75.73
    • 149.72.129.10
  5. Make sure the email account you are searching through is the email account you used to sign up for the Delinea Platform.
  6. If you need additional information or require the email to be sent again, contact Delinea Support.

Issue: Cannot See My Secrets from the Platform as Cloudadmin

Resolution: While you are logged in as cloudadmin, you will not have your existing Secret Server admin permissions, and you will not be able to see your existing secrets in Secret Server. This is expected behavior, and it does not indicate a failed integration. To gain your existing Secret Server admin permissions and see your existing secrets from the Delinea Platform, you must first set up Active Directory users and then assign Delinea Platform and Secret Server Admin permissions to your personal domain account, as described in steps 2 and 3 in Getting Started.

Issue: Cannot See a New Platform Group User in Secret Server

Resolution: When you add a user to a Delinea Platform group that is synchronized to a Secret Server group, you might not see the user in the Secret Server group right away. The background process updates the Secret Server group members at set intervals. To speed the process:

  1. Click Settings from the left navigation.

  2. On the Settings page, click Platform integration.

  3. On the Platform Integration page, select the Groups tab.

  4. In the Enabled Platform Groups section, click Sync Now.

For instructions on synchronizing platform groups to new Secret Server groups, see Group Management.

A new AD or Federated user will not appear on the platform until they log in for the first time.

Issue: Cannot See Secret Server AD Groups or Users in Secret Server

When you click Access from the left navigation and then select Users, you might not see Active Directory users and groups that have been set up in Secret Server.

Resolution: To see these users and groups, two things must happen:

  • A Delinea Platform administrator must set up the Delinea Directory Connector on the Platform and synchronize the SSC AD users and groups through the Group Sync function.
  • The SSC AD users must log into the platform at least once, to be automatically provisioned on the platform and logged in to Secret Server from the Delinea Platform.

Issue: Forgotten Username

Resolution: If you are trying to log in to the Delinea Platform and you forgot your username:

  1. In the Username field, try entering the email address associated with the account you're logging in with. If your email address is unique on the platform, you should be able to log in that way. If the same email address is used for multiple accounts on the platform, the login process gives precedence to a domain or federated user account first, before a local account.
  2. To retrieve your forgotten username, click Forgot username in the login dialog.
  3. When prompted, provide the email address for the account you're trying to log in with.
  4. Look for an email from Delinea containing your username and a login link. If you used the same email address for multiple platform accounts, the Delinea email will provide all usernames associated with that email.
  5. Click the login link in the email and log in with your username from the email.

Issue: Forgotten Password

Resolution: If you are trying to log in to the platform and you forgot your password:

  1. Enter your username in the login dialog.

  2. Click Forgot password in the subsequent dialog.

  3. When prompted, respond to the multi-factor authentication (MFA) challenge.

    Note: depending on the rules applied to your authentication profile, this challenge could come through email, SMS, mobile application, or phone call.

  4. Answer the MFA challenge correctly.

  5. When prompted, reset your password.

  6. Return to the login dialog and log in with your new password.

Issue: Forgotten Cloudadmin Password

Resolution: If you are logging in with the cloudadmin account and you forget your password, first try the procedure in the previous section, Forgotten Password. If that doesn't work, please contact Delinea support staff at https://delinea.com/support.

Issue: Persistent Login Issues

Resolution: If you know you have correctly entered your login username and password but still can't log in to the platform, ask a platform administrator to verify that your account information is correct.

  • If your account information is incorrect, use the correct information provided by your platform admin.
  • If your information is correct, ask the platform administrator to check the licensing page (cloud subscription) in Secret Server for available user licenses and correct dates.