Troubleshooting Secure Inbox Login Failures and Account Lockouts for PGP Encryption Cloud Server
Article ID: 443799
Updated On:
Products
Issue/Introduction
Trying to login to the secure portal fails, with errors, "Incorrect password, incorrect code, or an unexpected error occurred."
It is possible the Secure Inbox account is locked out. This article will cover what can be done to troubleshoot this scenario.
Resolution
If you enter your password incorrectly too many times (usually between 3 and 5 attempts) your account will be locked for security.
With PGP Encryption Cloud Server, once an account is locked out, the user is sent an email to unlock.
The Unlock email usually has the following appearance:
Once you receive this email, click the link and it will take you to a page to unlock.
Follow the on-screen instructions. Part of this process will email you an email code.
Tip: Make sure when you get the code, to copy and paste only the code.
If you copy extra spaces (empty spaces) and paste that into the field, this will not allow the unlock to proceed.
Once you have unlocked the account, you can login to the portal with your passphrase.
If you got locked out, it may be possible your password is incorrect.
If this is the case, click the "I lost my passphrase" link at the secure portal login page.
Troubleshooting:
*Check for White Space: When copying and pasting the code from your email, ensure you do not include an extra space (white space) at the beginning or the end of the code.
An extra space will cause the system to see the code as "incorrect" and result in a failure.
The "Symantec Web Email Account Security Code" email will look similar to the below:
When the code is either expired, incorrect, or otherwise invalid, the following error appears:
Double check that the code is correct.
*Code Expiration: These codes that are emailed to you to login are valid for only 10 minutes.
Be sure to enter the code immediately after you receive it to avoid issues.
*Check Spam: If the code doesn't arrive immediately (within 10 seconds of clicking the link), check your Junk or Spam folders immediately.
*Unlock First: You must first follow the "Unlock" process (via the email link or waiting for the lockout timer to expire).
Reset Second: Once the account is in an "Unlocked" state, you can then perform a Password Reset. Note: You cannot successfully reset the password while the account is still actively in a "Locked" state.
*Type, don't paste: If you continue to get errors with a code, try typing it in manually instead of copying and pasting to avoid hidden formatting issues. You can also try using Ctrl+Shift+V when pasting to strip potential formatting issues.
*One request at a time: Do not click "Resend Code" multiple times in a row. This will invalidate the previous codes and only the most recent one will work.
These codes are time-based and that means if you click the "Resend" multiple times in a row, it will be difficult to end up with a valid code.
Wait a few minutes, and try again.
If you continue to have issues, reach out to your vendor who hosts the PGP Encryption Cloud Server Secure Portal for further guidance.
To help your vendor know where to log the support case if needed, see the following article:
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