Provisioning Troubleshooting

Owned by Erwin Mintiens (Unlicensed)
Jan 29, 2021
1 min read
Issue DescriptionDetectionFixWorkaround
User unable to log into SigningHub

User gets the following error:

image.png

Log an incident ticket to Jira with the following information:

  • Enterprise name (OVO / KBO);
  • User email address;
  • Date and time;
  • IDM information of access rights:
    1. Does the user have the correct rights?
    2. Since when does the user have these rights?
    3. Have there been any recent changes to the user rights/identity?
  • User name (optional);

When KeySign support processed the user, push the user through provisioning again.


SigningHub account emptyUser's documents and/or signed documents appear gone.

Log an incident ticket to Jira with the following information:

  • Enterprise name (OVO / KBO);
  • User email address;
  • Date and time;
  • IDM information of access rights:
    1. Does the user have the correct rights?
    2. Since when does the user have these rights?
    3. Have there been any recent changes to the user rights/identity?
  • User name (optional);