Troubleshooting for Each HENNGE One Service

• Please check the error code and solution for your device's OS from the following link.
  *Reference link: HENNGE One Error Message Collection
• Please check whether communication to the following FQDN from the client device is being blocked by a web proxy or web filtering feature.
  cybertrust.deviceid.ne.jp
• Please check whether you have registered using the MAC address or IMEI on Android 11 or later.
  Reference link: Installing Device Certificate (Android 11 or later)

• Please allow the FQDN used when utilizing the device certificate.
  ※Reference link: FQDN (URL) or IP addresses to allow when using web proxy or web filtering features
• Please check whether the certificate has been installed correctly.
  ※Reference link: [Device Certificate] Checking the installation status of the device certificate
  If it is not installed correctly, please reinstall the certificate and check whether certificate login becomes possible.
• Please register https://verify.ssso.hdems.com in [Trusted Sites] in Internet Options.
• If https://verify.ssso.hdems.com is registered in [Compatibility View Settings], please remove it.
• Please change the network you are connecting to.
• Please clear the DNS resolver cache on the device.
  - Launch the command prompt with administrator privileges and run the following command.
  ipconfig /flushdns

• On iOS and iPad OS, due to OS restrictions, certificate login is only possible using the Safari browser.
  ※Reference link: Device Certificate Restrictions when using device certificates on iOS / iPad OS
• Please refer to the following for how to use certificates with Firefox on Windows and Mac devices.
  ※Reference link: 【Notice】We have confirmed behavior that allows loading of Device Certificate in Firefox
• The installed device certificate may have become corrupted or been deleted for some reason.
  Please check the installation status of the device certificate, and if you cannot confirm that it is working properly, please reinstall the device certificate.
  ※Reference link: [Device Certificate] Checking the installation status of the device certificate
  ※Reference link: [Device Certificate] Resending the device certificate installation guide email

• Please confirm that you did not click [No] on the "Security Warning" screen displayed during the certificate installation operation.
  ※If you click [No] in the warning displayed for installing the root certification authority certificate, a 600 error occurs.
• If you are using a "local user account," there may be some issue with the user profile for that account. If possible, please recreate the user profile (account) and try the certificate installation operation again.
• If you are using a "domain user account," please check the configuration status to see if there may be some restriction imposed by group policy or similar settings.
• If the issue is not resolved by the above confirmation items, please provide the DeviceiDImporter log file stored at the location below and the [Device Certificate Information] found in the device certificate issuance email to HENNGE One Technical Support.
  <Log Storage Location>
  C:\Users\<Username>\AppData\Local\CybertrustDeviceiDImporter
  ※The AppData folder is a hidden folder.
  <File Name>
  CybertrustDeviceidImporter.log

• If the browser you are using on Android is set to display the PC site, this error may occur. Please disable PC site display mode and try again.
  ※Reference image: Configuration location in Chrome for Android
  

• If you have received an error email, please check the following articles.
  Common Types of Error Emails
  About Sending Limits for Email DLP Service

Please check the following article.
I want to check the email delivery log

Please refer to the following article.
[Email DLP] Best Practices When Emails Are Determined as Spam by the Destination Mail Server and Quarantined or Rejected

Please refer to the following article.
[Email DLP] How to Resolve Issues When the ZIP File Extraction Password Notification Email Does Not Arrive

• Please download the ZIP file to your desktop or similar location, and use your OS's standard extraction software.
  Extraction tools/software that support ZIP encryption
• Please check whether there is a trailing space at the end of the password. If the issue persists, please also refer to the following article.
  Unable to extract even after entering the password generated by Email DLP's automatic encryption feature

• Proxy settings or URL filtering settings may be affecting this. Please refer to the following article for details.
  Unable to perform email operations in the Email DLP user console

• This is expected behavior, so there is no need for concern.
  Multiple notification messages are received even though only one email was sent

• Please refer to the following article.
  [Email DLP] Unable to receive the authentication code for file download

• Please check whether the error also occurs when accessing the Secure Transfer URL directly. If direct access is possible, the error may not be caused by Secure Transfer, but may instead be caused by Google Workspace.

• Please check whether the provider settings for Secure Transfer are checked under [Allowed Service Providers] in [Access Policy Group] on the Access Control admin console.

• Please refer to the following article.
  [Email DLP] The authentication code for file download does not arrive

• Please provide HENNGE One Technical Support with a screenshot of the screen showing the error message, along with the login account name used at the time of the search.

• Please check whether you are trying to log in with a newly created account.
  When logging in with a newly created account, you must wait a certain period of time before you can log in.
• Please check whether you are logged in from multiple sessions at the same time. Simultaneous multiple logins are not supported.
• Please provide HENNGE One Technical Support with the error message displayed when you are unable to log in.
• If the error "Login failed. This is a login from an IP address that is not allowed." is displayed, the source IP address is restricted. Please log in from an allowed IP address.

• Please provide HENNGE One Technical Support with the Job ID.

• Please try again with a shorter search period or simpler search criteria.