Environment
- Carbon Black Cloud Console: All supported Versions
Objective
How to troubleshoot admin login issues
Resolution
Before opening a CB Support case, the following steps can be taken:
- Check the environment status at https://status.broadcom.com/services/carbon-black
- Is Status page showing the production instance as 'Operational'?
- What URL is being used to log on? Does the URL match the assigned production instance URL (Reference: List of the Dashboard URLs )
If above steps have not corrected the issue, please Open a Support Case and the investigation will continue with investigating:
- Does the organization exist in the production environment?
- Does the email being used to login exist as an administrator for that organization?
- If not, is any Administrator able to add another admin to the organization?
- Is a specific authentication type enabled and functioning (SAML/SSO, two-factor authentication)?
- Authentication may need to be disabled if not configured or functioning correctly.
Additional Notes
Common Causes of administrator log in issues:
- Incorrect URL being used to log in
- Production environment status is not 'Operational'
- Authentication mechanism is not configured correctly
- Organization does not have administrator role created
- Organization does not have a Live Response administrator role created
