General Troubleshooting Steps

If you encounter an issue with EmpowerID, follow the below troubleshooting steps for each relevant category. Start with step one and progress to the next step if the issue does not resolve itself.

You can log in to the Web portal, but are experiencing issues

Follow the below steps if you can log in to the Web portal. Start with step one and progress to the next step if the issue does not resolve itself.
  1. Check the event log for errors. If errors are present, you may be able to resolve the issue based on the error information.
  2. Check to ensure the proxy account being used is not locked out and that the password has not recently changed and that the domain controllers are accessible from the EmpowerID servers.
  3. If you recently made any customizations to the application, temporarily roll those changes back to see if that resolves the issue.
  4. If the issue still exists, enter a support ticket in JIRA stating the problem and provide any relevant logs or steps you have already attempted. Please indicate if you are facing a problem with just one workflow or user or if the entire application is down.

You cannot log in to the Web portal

Follow the below steps if you cannot log in to the Web portal. Start with step one and progress to the next step if the issue does not resolve itself.
  1. Try to access the UI from another computer or another compatible web browser and another EmpowerID server to see if the issue is isolated to one EmpowerID server. If you do not have another web browser, try to browse the site using incognito or private mode.
  2. Check the Windows services and IIS application pools to ensure they are running.
  3. Ensure the EmpowerID database server is accessible, that the database is online and the identity running the EmpowerID Windows services and IIS application pools has dbo access to the EmpowerID database.
  4. Ensure that the identity being used for the EmpowerID Windows services and IIS application pools is enabled and that the password has not been recently changed.
  5. Restart all EmpowerID Windows services and perform an IIS reset on all servers.
  6. Turn UAC off and ensure "Behavior of the elevation prompt for administrators in the Admin Approval Mode" is disabled. Also ensure that the identity set on the EmpowerID Windows services and IIS application pools is a local admin.
  7. Make sure the federation and SSL certificates are still valid and chained properly on each EmpowerID server.
  8. Check to ensure the proxy account being used is not locked out and that the password has not recently changed and that the domain controllers are accessible from the EmpowerID servers.
  9. If you recently made any customizations to the application, temporarily roll those changes back to see if that resolves the issue.
  10. If the issue still exists, enter a support ticket in JIRA stating the problem and provide any relevant logs or steps you have already attempted. Please indicate if you are facing a problem with just one workflow or user or if the entire application is down.