IDPV Server Troubleshooting

This section provides resolution to issues that you may encounter/face while working with the SafeNet IDPrime Virtual (IDPV) solution.

Issues and Resolution

Issue	Resolution
In the evaluation version, after token-limit reaches 500, the system displays the following error: Unable to create token for Userid: (user), maximum tokens limit reached.	Delete the pre-exisiting tokens or purchase the full version of the software.
Container does not come up after executing docker run command.	Check docker logs by the following command: docker logs <container-name-OR-id> The logs provide the reason for the error, along with a developer stack trace. The following are the possible reasons: > Configuration files not configured correctly. > Crypto file (Luna/DPOD) not in the directory. > Permissions not provided to `Chrytoki.conf'.
Updates made to the tenant or policies are not applicable to the user.	Any updates made to the tenant or policies is applicable only if the user login after the updates.
In offline mode, tokens are visible in SAC but the Token Logon pop up displays Incorrect password error.	Make sure that the offline mode prerequisites are present.
In the case of multiple tokens, you can perform token login on one token but receive an Incorrect password error for other tokens if using offline mode.	Tokens that do not meet the conditions for offline mode are also visible in SAC and may display this error.
The user is successfully working in offline mode, then the user goes online, and now the Token Logon pop up displays Incorrect password error.	Make sure you login to the token through SAC every time you go online to update the offline bundle of the token.
User not able to connect to the server, it displays the following error: Config and IdP Thumbprint mismatch in Event Viewer.	> Check the IdP certificate thumbprint value. > If it does not match, then update the thumbprint on the IDPV server and restart the IDPV server to reflect the changes immediately, and then reconnect.
SafeNet IDPrime Virtual Client logging is disabled in SAC.	Perform the following steps to activate the logging function: 1. Open SafeNet Authentication Client Tools > Advanced View. 2. In the left pane, select Client Settings. 3. In the right pane, select the Advanced tab, and click Enable Logging. 4. Restart SAC tools application for the settings to take effect. 5. Exit and restart the SafeNet IDPrime Virtual Client application.
No more than 8 SafeNet IDPrime Virtual tokens are visible in SAC tools.	Make sure to defines the total number of PCSC slots for all USB tokens and smart cards. By default, only 8 physical tokens can be connected to Windows 64-bit systems.
Notifications are disabled for SafeNet IDPrime Virtual Windows Client.	Perform the following steps to enable the notifications: 1. Do one of the following: > On the Windows taskbar, select Start > Windows Settings > System > Notifications & actions. > In the right pane, click Notifications icon , and then click Manage Notifications. 2. Under Get notifications from these senders, turn on the SafeNet IDPrime Virtual application.