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Troubleshooting for each HENNGE One service

Please check the latest service operating status on the dashboard.
HENNGE One Status Dashboard　

Collection of Device Certificate and Secure Browser Error Messages
Here

 

Troubleshooting HENNGE Access Control

Unable to login+

    • 403 Access Policy Violation
      You are not accessing under the conditions permitted by the organization. Please check the originating IP address and medium. 
    • 404 Not found
      Ensure you are accessing the authorized service provider. Also, if you are accessing the administration screen, please do so with an account that has administrative privileges.
      If authentication information for an account without administrative privileges remains, try in non-cached mode.
    • 403 Account is locked.
      Please try logging in again after some time.
      This message appears when the account is locked due to entering the wrong password more than the specified number of times. Please wait for it to be unlocked or request the system administrator for unlocking.
      For the unlocking procedure by the administrator, refer to the following article.
      Editing User Information
      For detailed settings such as the specified number of lockouts or time until unlocking, please inquire with the system administrator.

  • If any of the above behaviors are unintended, please contact Customer Success Guide.

Unable to login to Outlook (Microsoft 365)+

Changed password in Active Directory but unable to login with the new password+

Entrance Pass disappeared, unable to log in with Entrance Pass+

  • Ensure that your browser accepts Cookies.
  • Check if you are not inadvertently deleting data such as Cookies when clearing browsing history.
  • Check if there is a setting in your security product to periodically delete Cookies.
  • Check if you have not set your browser to automatically delete browsing history every time it is closed.
  • From the following URL, please confirm if the Entrance Pass is being distributed correctly.
    https://ap.ssso.hdems.com/entrancepasscheck/[your_domain]/
    *Replace [your_domain] with your contracted domain.
    *Reference link: Want to confirm if the Entrance Pass cookie is being distributed correctly to the browser
  • Check if the access policy group allowing Entrance Pass login is assigned to the user in question.

HENNGE Access Control login screen does not appear during Office app sign-in (license authentication)+

  • HENNGE Access Control basically displays a login screen to users based on authentication requests from Microsoft 365, so there may be a possibility that authentication requests from Microsoft 365 have not reached HENNGE Access Control.
  • There are cases where troubleshooting on the Office and Windows side has improved, so please try the following.

      • For Windows 10 and above, clear the cache of the Microsoft Edge browser
        ※ Reference link: How to clear the cache
        ※ For Office client applications on Windows 10 and above, authentication is performed via Microsoft Edge during authentication, so authentication issues may occur due to the browser cache.
      • For Windows 10 and above, disconnect the Microsoft 365 account connected to the device
        1. Click the [Start] button, 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 your Microsoft 365 account is displayed on this screen and is 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] - [Manage your credentials].
        3. Click on the relevant credential to expand it.
        4. Click [Remove from vault] 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 (Restart the device once the update is applied.)
        ※ Reference link:
        Update Windows

Troubleshooting HENNGE Secure Browser

The app does not start+

  • Close all apps running in the background. Try launching the app in that state.
  • If the device's OS is not supported, update to a supported version.
    ※ Reference link: Supported OS for HENNGE Secure Browser
  • If the app is not the latest version, update to the latest version.
  • Restart the device.
  • Reinstall HENNGE Secure Browser.
  • Check if the issue occurs when logging in with the account where the issue is not occurring on a device with HENNGE Secure Browser.
  • Check if the issue occurs when logging in with an account where the issue is not occurring on the device with HENNGE Secure Browser.

The screen remains white after starting, or it remains loading and does not progress+

  • Close all apps running in the background. Try launching the app in that state.
  • If the device's OS is not supported, update to a supported version.
    ※ Reference link: Supported OS for HENNGE Secure Browser
  • If the app is not the latest version, update to the latest version.
  • Restart the device.
  • Check if the device's memory is sufficient.
  • Try changing the network you are using (e.g., from carrier network to Wi-Fi, etc.).
  • Reinstall HENNGE Secure Browser.
  • (From within the internal network environment) Try using a browser other than Secure Browser that is supported.
    ※ Reference link: HENNGE One Operating Environment

Unread notifications are not delivered, unread notifications are not displayed+

  • Unread notifications are not delivered/Unread notifications are not displayed Please try the steps described in the article.
  • There have been cases where the issue was resolved after following the steps below:
    1. Access the Secure Browser settings screen on the HENNGE User Portal.
    https://ap.ssso.hdems.com/portal/[your_domain]/hsb/
    *Please change [your_domain] to your contracted domain.
    2. Click on [Settings] of the device where new mail notifications are not coming.
    3. Change the check target to [Do not check unread] and click send.
    4. After a few minutes, select [Notify new mail in the inbox] and click send.
  • If the device's OS is not supported, please update to a supported version.
    *Reference link: About HENNGE Secure Browser supported OS
  • If the app is not up to date, please update to the latest version.
  • Please restart the device.
  • Please reinstall the HENNGE Secure Browser.

Troubleshooting HENNGE Device Certificate

[Initial Setup] Installation of certificate fails+

When clicking the certificate login button, "This page cannot be displayed" appears+

  • Please allow the FQDN when using the device certificate.
    *Reference link: FQDN (URL) or IP address to allow when using Web proxies or Web filtering functions
  • Please confirm if the certificate is installed correctly.
    *Reference link: How to check the installation status of the certificate
    If the result indicates an anomaly, please reinstall the certificate and confirm if certificate login is possible.
  • Register https://verify.ssso.hdems.com in [Trusted Sites] in Internet Explorer.
  • If https://verify.ssso.hdems.com is registered in [Compatibility View Settings] in Internet Explorer, 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 execute the following command:
    ipconfig /flushdns

When tapping the certificate login button in Microsoft apps on iOS devices, "No certificate selected" is displayed+

When trying to log in with a certificate in FireFox, "No certificate selected" is displayed+

When trying to register a device certificate, registration error (600) occurs+

  • Please make sure that you have not clicked "No" on the "Security Warning" screen when installing the certificate. If you click "No" on the warning screen for installing the root certification authority certificate, you will encounter a 600 error.
  • If you are using a "Local User Account," there may be some issues with the user profile of that account. If possible, recreate the user profile (account) and try the certificate installation process again.
  • If you are using a "Domain User Account," please check if there are any restrictions imposed by group policies or other settings.
  • If the issues are not resolved after the above checks, please provide the log file of DeviceiDImporter stored below and the "Device Certificate Information" from the device certificate issuance email to Customer Success Guide.
    <Log Storage Location>
    C:\Users\<Username>\AppData\Local\CybertrustDeviceiDImporter
    ※The AppData folder is a hidden folder.
    <File Name>
    CybertrustDeviceidImporter.log

"You cannot use this service on the current device. Please access it on the device specified by the administrator." is displayed, and installation is not possible+

  • If the browser you are using on Android is set to display PC sites, the error mentioned may occur. Please disable the PC site display mode and try again.

HENNGE Email DLP Troubleshooting

Unable to send emails+

Want to check the delivery logs of emails+

Recipient reports inability to open ZIP files+

Unable to perform email operations in the User Console+

Receiving multiple notification messages from HENNGE Email DLP even though only one email was sent+

HENNGE Secure Transfer Troubleshooting

Error occurs when accessing from [More] in the app launcher in Google Workspace+

  • Please check if an error occurs when accessing HENNGE Secure Transfer directly via URL. If you can access it directly, the error may not be caused by HENNGE Secure Transfer but by Google Workspace.

Message "Login is restricted with OpenID Connect" displayed during login+

  • If there is no administrator for HENNGE Secure Transfer, or if User login is restricted by the administrator. If you are logging in with User permissions, please have the administrator log in first, then refer to the following article to release the login restrictions:
    Release User Login Restrictions for HENNGE Secure Transfer (Modern)
    If the administrator is unknown, please contact the support team.

Getting a 404 error when logging in+

  • Check if the provider setting for HENNGE Secure Transfer is checked in the "Allowed Service Providers" of the HENNGE Access Control management screen.

Data upload fails+

Troubleshooting HENNGE Email Archive

Error message appears during search+

  • Please provide a screenshot of the screen displaying the error message and the login account name used during the search to Customer Success Guide.

Unable to login+

  • Make sure you are not trying to log in with a newly created account. If you are trying to log in with a newly created account, you will not be able to log in until a certain period has passed.
  • Check if you are logged in multiple times. Multiple logins are not allowed.
  • Please provide the error message displayed when unable to log in to Customer Success Guide.
  • If the error "Failed to login. Login from an unauthorized IP address." is displayed, it means the connection is restricted from the IP address. Try logging in from an allowed IP address.

Job not completed for several days+

  • Please inform Customer Success Guide of the Job ID.

Timeout during search+

  • Try shortening the search period or simplifying the search criteria and try again.