User unable to login to the CloudSOC tenant

Products

• CASB Security Standard
• CASB Security Premium
• CASB Security Advanced
• CASB Audit
• CASB Gateway
• CASB Gateway Advanced

Issue/Introduction

When attempting to log in to CloudSOC tenant there are a couple scenarios that a user could run into.

1. They are presented with an Invalid Credentials error
   
2. They can only see the General login screen

Resolution

If the user runs into the first issue, verify the following:

1. The user is logging into the correct URL for their region.  There are two regions EMEA (Europe) and a NAM (North America) that each have their own URL
   EMEA URL = https://app.eu.elastica.net
   NAM URL   = https://app.elastica.net
2. The username and/or password are correct
3. The user may not have a valid user account for the tenant. Verify this by logging into the tenant with an Admin or Sysadmin account
4. The user account is not activated

If the user experiences the second scenario, there is one likely reason:

1. The user is setup as an end user in the tenant and they need to have the CloudSOC tenant admin upgrade their credentials