Date Published: 06/14/2022
Keyavi 2.1.0, Keyavi 2.0.2
Keyavi Users and Administrators
An Error Logging in message can be caused by logging in with the wrong email and password or the Keyavi Desktop Application not being able to communicate with the server.
Check your email
Check that the email you are trying to log in with is the primary Single Sign On (SSO) email. If you are unsure of the email tied to your Keyavi account, you can reach out to your IT Support to double-check.
Check the email- Administrator Only
Check for the primary log on email and to see if the user's primary email recently changed. If the primary email recently changed it will be necessary to reassign the data to the user’s new email address in the Keyavi administrator portal to the new user associated email address.
Check communication between Keyavi Desktop Application and Keyavi Web API - Administrator Only
Test the communication between Keyavi Desktop Application and the Keyavi WebAPI. This may indicate multiple factors but investigating if the Keyavi WebAPI is operational along with the Keyavi Connect API would be first in the troubleshooting process. This communication issue can be caused but TLS 1.3 enforcement, firewall rules, etc.
Check API (IIS app) - Administrator Only
Verify API (IIS app) is running by going to IIS manager and seeing of the site is listed. If the site is listed and there isn’t a black dot next to the default Web Site is not running. If the API is down, you will need to restart the API.
Check Azure Active Directory Groups - Administrator Only
Check that the user has been added to one of the Keyavi groups in Azure Active Directory and exists in the Keyavi Portal.