Troubleshooting tips

IDSecurity Agent

The following errors may arise with the IDSecurity Agent. Follow the solutions provided to resolve them:

• IDSecurity Agent installed successfully, but MFA is not prompted.
• Access is being denied for a user after installing IDSecurity Agent.
• A blank screen appears during the Windows MFA process.
• Troubleshooting error codes

1. IDSecurity Agent installed successfully, but MFA is not prompted

This error may occur due to various scenarios. Follow the steps outlined below to resolve the issue:

• Cause: Agent authorization failure. Check for the error codes IDS-4101, IDS-4102, and IDS-4103 in the installer log at C:\Program Files\ManageEngine\Identity360 Cloud IDSecurity Agent\logs to confirm the cause.

Solution: Reinstall the agent with the correct installation key. For Azure AD-joined devices, make sure that the Azure AD tenant is added to the Universal Directory.

• Cause: Missing or expired MFA license.

Solution: Please purchase the MFA and SSO license component in our store or renew the expired license by contacting sales@manageengine.com.

• Cause: MFA isn't enabled for Windows machines or in advanced settings.

Solution: Confirm that MFA is enabled for machines at Applications > Multi-factor Authentication > MFA for Endpoints > MFA for Windows machines, and for specific MFA scenarios in advanced settings located at Applications > Multi-factor Authentication > MFA for Endpoints > Advanced.

• Cause: The user lacks a valid Azure AD account within Identity360's Universal Directory.

Solution: Confirm that the user has a valid Azure AD account and is synced with the Universal Directory. You can do this by checking All Users in Identity360's admin portal under Universal Directory > All Users.

• Cause: Trust this device option enabled; user might have trusted the device.

Solution: To prevent users from trusting their device, either disable the option located at Applications > Multi-factor Authentication > Advanced > MFA Settings > Allow users to trust their machines or adjust the time for clearing trusted devices to enforce MFA.

• Cause: When you have enabled the Skip MFA for offline machines setting found at MFA for Endpoints > Advanced, users whose devices lack internet connectivity—and thus are unable to reach Identity360—will not be prompted for MFA.

Solution: Ensure a stable internet connection is available for user machines to reach Identity360.

2. Access is being denied for a user after installing IDSecurity Agent

This error may occur due to the following scenarios. Follow the steps outlined below to resolve the issue:

• Cause: Access is denied because the user either hasn't enrolled or is only partially enrolled to fulfill the configured MFA requirements, and the setting found at MFA for Endpoints > Advanced > Deny machine login for partially enrolled users is enabled.

Solution: Temporarily disabled the setting to allow users to enroll promptly during Windows login and various activities—such as UAC, RDP, or unlocking Windows machines instantly—and then disable it once enrollment is completed.

• Cause: When you have disabled the Skip MFA for offline machines setting found at MFA for Endpoints > Advanced, users whose devices lack internet connectivity and thus are unable to reach Identity360 will not be prompted for MFA.

Solution: Ensure a stable internet connection is available for user machines to reach the Identity360 portal.

3. A blank screen appears during the Windows MFA process

Cause:

• The Identity360 URL is not added as a trusted site in Internet Explorer.
• Cookies are not enabled in Internet Explorer on the user's system.

Solution:

• Follow the steps here to add the Identity360 URL to the list of trusted sites in Internet Explorer.
• Follow the steps here to enable cookies in Internet Explorer.

Listed below are the solutions for enabling cookies and adding the Identity360 URL to the trusted sites list in Internet Explorer.

Verify whether cookies are enabled in Internet Explorer on the user's system. If they are not, enable cookies by following the steps below:

1. Download PsTools on the machine facing the issue.
2. Open the Command Prompt and run the command psexec.exe -s -i "C:\Program Files (x86)\Internet Explorer\iexplore.exe.".
3. Internet Explorer will open. (Note: Internet Explorer is the only browser that supports the following troubleshooting, regardless of any other browsers installed on the user's system.)
4. Go to Settings and select Internet options.



5. In the Internet Options window, go to the Privacy tab. Under Settings, select the Advanced button.
6. In the Advanced Privacy Settings window, select the Accept radio button under both First-party Cookies and Third-party Cookies.



7. Select OK and close the Advanced Privacy Settings window.
8. Click Sites under Settings in the Internet Options window.
9. In the Per Site Privacy Actions window that opens, enter Identity360's URL (https://id360.manageengine.com/) in the Address of website field and click Allow.



10. Press OK to close the Per Site Privacy Actions and Internet Options windows.

Solution:

Adding the Identity360 URL to intranet/trusted sites.

1. Download PsTools on the machine facing the issue.
2. Open the Command Prompt and run the command psexec.exe -s -i "C:\Program Files (x86)\Internet Explorer\iexplore.exe.".
3. The browser will open. Now go to Settings and select Internet options.



4. In the Internet Options window, go to the Security tab and select Trusted sites in the Select a zone to view or change security settings field.



5. Click Sites below the Select a zone to view or change security settings field to open the Trusted sites window.



6. In the Trusted sites window, type in the URL of the Identity360 application in the Add this website to the zone field, then click Add.

These steps should ensure that there are no further Windows loading issues.

Troubleshooting error codes

The error codes listed below can be found within the log files located at C:\Program Files\ManageEngine\Identity360 Cloud IDSecurity Agent\logs. For logs related to agent installation, please refer to Installerlog.log, while for other logs, refer to IdsAgent-Common.log. If you require additional assistance with different error codes, kindly reach out to our support team.