Troubleshooting for Each HENNGE One Service

• Please perform the troubleshooting in the following article
  How to deal with connection issues to Microsoft 365 in Outlook

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

• Please check if the browser is set to accept cookies.
• Check if you are not deleting cookies and other data when clearing browsing history.
• Check if the security product is set to periodically delete cookies.
• Check if the browser is set to automatically delete browsing history every time it is closed.
• Please check if the Entrance Pass is being distributed correctly from the following URL.
  https://ap.ssso.hdems.com/entrancepasscheck/[your_domain]/
  ※Please change [your_domain] to your contracted domain.
  ※Reference link: How to check if the Entrance Pass cookie is being distributed correctly to the browser
• Please check if the access policy group that allows Entrance Pass login is assigned to the relevant user.

HENNGE Access Control basically displays a login screen to users based on authentication requests from Microsoft 365, so there is a possibility that the authentication request from Microsoft 365 is not reaching HENNGE Access Control.
Please try the following troubleshooting steps on the Office and Windows side, as there are cases where they have improved the situation.

• If you are using Windows 10 or later, clear the cache of the Microsoft Edge browser.
  ※ Reference link: How to clear cache
  ※ Office client applications on Windows 10 or later perform authentication via Microsoft Edge, so issues may arise due to the browser cache.
• If you are using 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 on this screen, click the account and select "Disconnect".
• Repair Office apps and use the Microsoft Support/Recovery Assistant tool.
  ※ Reference link
  Repair Office applications
  About Microsoft Support/Recovery Assistant
• Delete credentials
  1. Click [Start] - [Control Panel].
  2. Click [User Accounts] - [Manage Credentials].
  3. Click and expand the relevant credentials.
  4. Click [Remove from Credential Manager] and delete all credentials containing the following keywords.
  - Credentials containing the keyword [outlook]
  - Credentials containing the keyword [office365]
  - Credentials containing the keyword [onmicrosoft.com]
  - Credentials containing the keyword [MicrosoftOffice1x ~ SSPI]
  - Credentials containing the keyword [ADAL]
  - Credentials containing the keyword [Autodiscover]
• Recreate the Windows profile
  ※ Reference link
  Create a local user account or administrator account in Windows
• Windows Update (Please restart the device once the update is applied.)
  ※ Reference link
  Windows Update
  
  

The bookmarked URL may be incorrect.
If there is an unnecessary string after the bookmarked https://ap.ssso.hdems.com/portal/{domain name}/login/, please remove that string.

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

• Close all apps running in the background. Then try launching the app.
• If the device's OS is not supported, update to a supported version.
• If the app is not the latest version, update to the latest version.
• Restart the device.
• Check if the device's memory is not insufficient.
• Change the network being used (e.g., carrier network → Wi-Fi, etc.).
• Reinstall the HENNGE Secure Browser.
• Try using a supported browser other than the Secure Browser (e.g., from within a corporate network environment).
  ※ Reference link: HENNGE One Supported Environment

• Please try the content described in Unread notifications are not received/displayed.
• There are cases where the issue was resolved by following the steps below, 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 change [your_domain] to your contracted domain.
  2. Click [Settings] on the device where new email notifications stopped coming.
  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's OS is not supported, please update to a supported version.
• If the app is not the latest version, please update to the latest version.
• Please restart the device.
• Please reinstall the HENNGE Secure Browser.

• Please check the error codes and solutions for each OS of the device from the following link.
  ※Reference link: HENNGE Device Certificate
• Please check if communication from the client device to the following FQDN is blocked by a web proxy or web filtering function.
  cybertrust.deviceid.ne.jp
• Check if you are registering using the MAC address or IMEI on Android 11 or later.
  Reference link: Installing HENNGE Device Certificate (Android 11 or later)

• Please allow the FQDN when using the Device Certificate.
  ※Reference link: FQDN (URL) or IP address to allow when using web proxy or web filtering function
• Please check if the certificate is installed correctly.
  ※Reference link: How to check the certificate installation status
  If the result indicates an abnormality, please reinstall the certificate and check if you can log in with the certificate.
• Please register https://verify.ssso.hdems.com in [Trusted Sites] of Internet Explorer.
• If https://verify.ssso.hdems.com is registered in [Compatibility View Settings] of Internet Explorer, please remove it.
• Please change the network you are connecting to.
• Please clear the DNS resolver cache of the device.
  - Start the command prompt with administrator privileges and execute the following command.
  ipconfig /flushdns

• Please install Microsoft Authenticator.
  ※Reference link: Using Microsoft apps with HENNGE Device Certificate [iPhone]

• Please refer to the following for how to use certificates in Firefox.
  ※Reference link: [Notice] Confirmed behavior that allows loading of HENNGE Device Certificate in Firefox

• Please ensure that you have not clicked [No] on the "Security Warning" screen during the certificate installation operation.
  ※ If you click [No] on the warning display for installing the root certification authority certificate, a 600 error will occur.
• If you are using a "Local User Account," there may be an issue with the user profile of the account. If possible, recreate the user profile (account) and try the certificate installation operation again.
• If you are using a "Domain User Account," please check the settings to see if there are any restrictions imposed by group policy or other means.
• If the problem is not resolved with the above checks, please provide the DeviceiDImporter log file stored below and the [Device Certificate Information] 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 used on Android is set to display the PC site, the corresponding error may occur. Disable the PC site display mode and try again.

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

• Please check the following article.
  Want to check the email delivery log

• Download the ZIP file to your desktop, etc., and use the OS standard decompression software.
  Decompression tools/software that support ZIP encryption
• Check if there is a space at the end of the password. If the issue is not resolved, please refer to the following article.
  Cannot decompress even after entering the password generated by HENNGE Email DLP's automatic encryption feature

• Proxy settings or URL filtering settings may be affecting it. For details, please refer to the following article.
  Cannot operate email in the HENNGE Email DLP User Console

• This is the expected behavior, so please rest assured.
  Receive multiple notification messages even though only one email was sent 

• Depending on the user's environment when requesting the authentication code, the request may not be completed successfully, or the email sent from HENNGE may not be received.
  Try changing the network or wait for a while and try again.
  If you need to confirm whether the authentication code request was completed successfully or whether the authentication code was sent from HENNGE, please contact the support desk.

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

• Please check if the provider settings for HENNGE Secure Transfer are checked in [Allowed Service Providers] under [Access Policy Groups] in the HENNGE Access Control Administration screen.

• Try uploading in an environment that does not go through a proxy.
• Please allow the FQDN of HENNGE Secure Transfer.
  FQDN (URL) or IP Address to Allow When Using Web Proxy or Web Filtering Functions

• Depending on the User's environment when requesting the authentication code, the request may not complete successfully, or the email sent from HENNGE may not be received.
  Please try again after changing the network or waiting for a while.
  If you need to confirm whether the authentication code request was completed successfully or if the authentication code was sent from HENNGE, please contact the Support desk.

• Please provide a screenshot of the screen where the error message can be confirmed 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 logging in with a newly created account, you need to wait for a certain period before you can log in.
• Please check if you are not logging in multiple times. Multiple logins are not allowed.
• Please provide the error message displayed when you cannot log in 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 try logging in from an allowed IP address.

• Please inform HENNGE One Technical Support of the Job ID.

• Please try again by shortening the Search Period or simplifying the Search Conditions.

• If the app permission settings are controlled by the organization in Google Workspace, please try the following steps.
  1. Log in to the Google Workspace Administration screen.
  2. Click [Security] - [Access and Data Management] - [API Controls] - [Manage Third-Party App Access] - [Show List] of [X Accessed Apps].
  3. Search for "File DLP".
  4. Click [Change Access Permissions].
  * File DLP will be displayed twice, so select the one where "Google Workspace Admin Console" is displayed in the [Requested Services] column.
  5. Select the access setting target and type of permission according to your company's policy, and click [Change Access Permissions].
  6. Try the API connection again.
  File DLP Integration Settings with Various Services