Troubleshooting for Each HENNGE One Service

• Please follow the troubleshooting steps in the following article.
  How to resolve issues connecting to Microsoft 365 with Outlook

• The status of HDE One Directory Sync may be affecting this. Please check the following article.
  Active Directory Integration: Troubleshooting Password Sync

• Please check if your browser is set to accept cookies.
• When deleting browsing history, please check if cookies and other data are also being deleted.
• Please check if your security software is set to periodically delete cookies.
• Please check if your browser is set to automatically delete browsing history every time you close it.
• Please check from the following URL whether the Entrance Pass is being distributed correctly.
  https://ap.ssso.hdems.com/entrancepasscheck/[your_domain]/
  *Please replace [your_domain] with your contracted domain.
  *Reference link: How to check if the Entrance Pass cookie is being distributed to the browser correctly
• Please check if the access policy group that allows Entrance Pass login is assigned to the relevant user.

Access Control displays the login screen to users based on authentication requests from Microsoft 365, so it is possible that the authentication request from Microsoft 365 is not reaching Access Control.
There are cases where the following troubleshooting steps on the Office and Windows side have resolved the issue, so please try them.

• For Windows 10 or later, clear the Microsoft Edge browser cache.
  * Reference link: How to clear cache
  * Office client applications on Windows 10 or later perform authentication via Microsoft Edge, so issues may occur due to browser cache.
• For Windows 10 or later, disconnect the Microsoft 365 account connected to the device.
  1. Click the [Start] button and then click [Settings].
  2. In the [Windows Settings] screen, click [Accounts].
  3. Click [Access work or school] on the left side of the screen.
  4. If the Microsoft 365 account is displayed and connected, click the account and select "Disconnect".
• Repair Office apps and use the Microsoft Support and Recovery Assistant tool.
  *Reference links
  Repair Office applications
  About Microsoft Support and Recovery Assistant
• Delete credentials
  1. Click [Start] - [Control Panel].
  2. Click [User Accounts] - [Credential Manager].
  3. Click and expand the relevant credentials.
  4. Click [Remove from vault] and delete all credentials containing the following keywords:
  - Credentials containing [outlook]
  - Credentials containing [office365]
  - Credentials containing [onmicrosoft.com]
  - Credentials containing [MicrosoftOffice1x ~ SSPI]
  - Credentials containing [ADAL]
  - Credentials containing [Autodiscover]
• Recreate Windows profile
  * Reference link
  Create a local user or admin account in Windows
• Windows Update (After applying updates, please restart the device.)
  * Reference link
  Windows Update
   

The bookmarked URL may be incorrect.
If there are unnecessary characters after https://ap.ssso.hdems.com/portal/{domain_name}/login/ in your bookmark, please remove them.

• Close all apps running in the background. Then try launching the app again.
• If the device OS is not supported, please update to a supported version.
• If the app is not the latest version, please update to the latest version.
• Restart the device.
• Reinstall Secure Browser.
• Check if the issue also occurs when logging in with the affected account on Secure Browser on a device where the issue does not occur.
• Check if the issue also occurs when logging in with an unaffected account on Secure Browser on the affected device.

• Close all apps running in the background. Then try launching the app again.
• If the device OS is not supported, please update to a supported version.
• If the app is not the latest version, please update to the latest version.
• Restart the device.
• Check if the device has sufficient memory.
• Change the network you are using (e.g., carrier network → Wi-Fi, etc.).
• Reinstall Secure Browser.
• Try using a supported browser other than Secure Browser (e.g., from a corporate network environment).
  *Reference link: HENNGE One Supported Environments

• Please try the steps described in "Unread notifications are not received / not displayed".
• There are cases where the following steps have resolved the issue, so please try them.
  1. Access the Secure Browser settings screen in the HENNGE User Portal.
  https://ap.ssso.hdems.com/portal/[your_domain]/hsb/
  *Please replace [your_domain] with your contracted domain.
  2. Click [Settings] for the device that stopped receiving new email notifications.
  3. Change the Check Target to [Do not send notifications for new emails.] and click Send.
  4. After a few minutes, select [Send notifications only for new emails in the inbox.] and click Send.
• If the device OS is not supported, please update to a supported version.
• If the app is not the latest version, please update to the latest version.
• Restart the device.
• Reinstall Secure Browser.

• Please check the error code and solution for each device OS from the following link.
  *Reference link: HENNGE One Error Message Collection
• Check if communication from the client device to the following FQDN is blocked by web proxy or web filtering functions.
  cybertrust.deviceid.ne.jp
• For Android 11 or later, check if you are registering using MAC address or IMEI.
  Reference link: Device Certificate Installation (Android 11 or later)

• Allow the FQDN used for Device Certificates.
  *Reference link: FQDN (URL) or IP addresses to allow when using web proxy or web filtering functions
• Check if the certificate is installed correctly.
  *Reference link: [Device Certificate] How to check Device Certificate installation status
  If not, please reinstall the certificate and check if you can log in with the certificate.
• 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.
• Change the network you are connecting to.
• Clear the DNS resolver cache on the device.
  - Open Command Prompt as admin and run the following command:
  ipconfig /flushdns

• On iOS and iPad OS, due to OS restrictions, logging in with a certificate is only possible with the Safari browser.
  *Reference link: Device Certificate Restrictions when using Device Certificates on iOS / iPad OS
• For how to use certificates with Firefox on Windows and Mac devices, please refer to the following.
  *Reference link: [Notice] Confirmed behavior that allows Device Certificate loading in Firefox
• The installed Device Certificate may be corrupted or missing for some reason.
  Please check the installation status of the Device Certificate, and if it cannot be used normally, please reinstall the Device Certificate.
  *Reference link: [Device Certificate] How to check Device Certificate installation status
  *Reference link: [Device Certificate] Resending Device Certificate installation guidance email

• Please check that you did not click [No] on the "Security Warning" screen during certificate installation.
  *If you click [No] on the warning about installing the root CA certificate, a 600 error will occur.
• If you are using a "local user account," there may be an issue with the user profile for that account. If possible, recreate the user profile (account) and try the certificate installation again.
• If you are using a "domain user account," please check if there are any restrictions set by group policy, etc.
• If the above checks do not resolve the issue, please provide the DeviceiDImporter log file stored in the following location and the [Device Certificate Information] from the Device Certificate issuance email to HENNGE One Technical Support.
  <Log storage location>
  C:\Users\<username>\AppData\Local\CybertrustDeviceiDImporter
  *The AppData folder is hidden.
  <File name>
  CybertrustDeviceidImporter.log

• If the browser used on Android is set to display the PC site, this error may occur. Please disable PC site display mode and try again.
  *Reference image: Setting location in Chrome for Android
  

• If you have received an error email, please check the following articles.
  Common types of error emails
  About sending restrictions for Email DLP service

• Please refer to the following article.
  Checking Email Delivery Logs

• Please refer to the following article.
  [Email DLP] Best Practices When Email is Flagged as Spam, Quarantined, or Rejected by the Recipient Mail Server

• Please download the ZIP file to your desktop and use the OS default extraction tool.
  Extraction Tools/Software Compatible with ZIP Encryption
• Please check if there is a space at the end of the password. If the issue persists, please also refer to the following article.
  Unable to Extract ZIP File Even After Entering Password Generated by Email DLP Automatic Encryption Feature

• Proxy or URL filtering settings may be affecting the operation. For more details, please refer to the following article.
  Unable to Operate Email from Email DLP User Console

• This is expected behavior, so there is no need for concern.
  Receiving Multiple Notification Messages Despite Sending Only One Email 

• Please refer to the following article.
  [Email DLP] Authentication Code for File Download Not Received

• Please check if the error also occurs when accessing the Secure Transfer URL directly. If direct access is possible, the error may be caused by Google Workspace rather than Secure Transfer.

• In the Access Control Administration screen, under [Access Policy Groups] > [Accepted Service Providers], please check if the provider setting for Secure Transfer is selected.

• Please try uploading in an environment that does not use a proxy.
• Please allow the FQDN for Secure Transfer.
  HENNGE One Supported Environments

• Please refer to the following article.
  [Email DLP] Authentication Code for File Download Not Received

• Please send a screenshot of the screen showing the error message and the login account name used during the search to HENNGE One Technical Support.

• Please check if you are trying to log in with a newly created account.
  If you are logging in with a newly created account, you may need to wait a certain period before you can log in.
• Please check if you are logged in from multiple sessions. Multiple logins are not supported.
• If an error message is displayed when you cannot log in, please send it to HENNGE One Technical Support.
• If the error "Login Failed. Login from an unauthorized IP address." is displayed, the source IP address is restricted. Please log in from an accepted IP address.

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

• Please try shortening the search period or simplifying the search conditions and try again.

• If your organization controls app acceptance settings in Google Workspace, please try the following steps.
  1. Log in to the Google Workspace Administration.
  2. Go to [Security] - [Access and Data Control] - [API Controls] - [Manage Third-Party App Access] - [X Connected Apps] and click [View List].
  3. Search for "File DLP".
  4. Click [Change Access].
     * File DLP will appear twice. Please select the one where "Google Workspace Admin Console" is shown in the [Requested Service] column.
  5. Select the access setting target and type of permission according to your company policy, then click [Change Access].
  6. Try the API connection again.
     File DLP Integration Settings with Various Services