Troubleshooting-Authenticator-for-Kiteworks.md

-## Kiteworks Authenticator Troubleshooting Steps
+## Troubleshooting steps for users having issues accessing the Kiteworks Secure File Collaboration portal (https://sfc.doc.gov)
 
-1. **Check that the user exists in our LDAP**, by going to https://staff.commerce.gov and searching by their first name, last name, or email address
-    1. If they don’t appear there, instruct them to contact their bureau’s service desk--[list of bureau Help Desk contacts](https://connection.commerce.gov/staff-directory-help.html)--with the following message:
-    >	After further review, it appears your contact information is not currently in our DOC active directory.  
-    >
-    >	You'll need to reach out to the <BUREAU> Help Desk <BUREAU HELP DESK EMAIL ADDRESS> to make sure your contact information has been provided to our OSLAN IT group here at the DOC who will then update that active directory with your info.   Once your contact info has been added to our active directory, you can then create your Commerce Web Solutions Authenticator account at https://pass.commerce.gov/user/password and use those Authenticator credentials login to the new Kiteworks Secure File Collaboration portal.
-    1. If they do appear there, **make sure that the email addresses matchup between what they are entering and what is in our staff directory**.
-    1. If they are seeing the error `You are not authorized to access this page` after they’ve entered their token for password reset, this means they do have a current Authenticator account - but it’s blocked.  **In that case elevate this inquiry to the Web Solutions team (websolutions@doc.gov)** to have their Authenticator account unblocked.
-    1. Lastly, **if the user is requesting to create an Authenticator account with a group email address** (e.g foia@oig.doc.gov) - please forward those requests to Kadu Pearson so he can add those accounts directly to our LDAP. He will then need to send a response to the user once that is complete so they can register an Authenticator account under that address.
-1. Verify that the user has input a valid email address (no spaces or special characters included)
-1. If they already have an account, and need to reset their Authenticator password, direct them to https://pass.commerce.gov/user/password 
-1. Once you have responded to requests for setting up general email accounts in the Commerce Web Solutions Authenticator to be used to login to the Kiteworks SFC portal (e.g.your requested email needs to be added directly to LDAP before an Authenticator account can be created), here is a boilerplate response for these users once you have added these types of accounts to LDAP.
+### User receives `Invalid username or password` response when trying to login to the Kiteworks SFC portal:
+
+1. If the user has a Commerce email address, check to see if that user exists in our Commerce Directory (or LDAP), by going to https://staff.commerce.gov and searching by their first name, last name, and/or email address. If it is not a Commerce email address, go to step 7.
+
+1. If they do exist, go to step 3.  If they don’t exist, go to step 5.
 
->>>
-Hi <insert user name>,
+1. Make sure the user has set their password for access to the Kiteworks SFC portal via the Commerce Web Solutions Authenticator self-service password reset portal (https://pass.commerce.gov/user/password) and are not using their network login password.  
 
-Your email "requested general email" has been added to our active directory.  You can now set up a Commerce Web Solutions Authenticator account with that address (https://pass.commerce.gov/user/password) which can be used to login to the new Kiteworks Secure File Collaboration portal (https://sfc.doc.gov) to send and receive secure files.
+1. If the user has confirmed they have successfully reset their password via the CWS Authenticator portal, but are still seeing the “Invalid username or password” error, make sure the user does not have a locked account in the Kiteworks SFC portal.  If they do, unlock their account and have the user retry login OR instruct the user to wait 15 minute for their account to unlock before trying to login again.
+
+1. If the user does not exist in our Commerce Directory (https://staff.commerce.gov), instruct them to contact their bureau’s IT service desk with the following example ITSD response:
+
+    > After further review, it appears your contact information is not currently in our Commerce Directory.  
+    > 
+    > Please reach out to your <BUREAU> Help Desk <BUREAU HELP DESK EMAIL ADDRESS> (see DOC bureau contact info list https://connection.commerce.gov/staff-directory-help.html) to make sure your contact information has been provided to our OSLAN IT group here at the DOC who will then update the Commerce Directory with your info.   Once it has been confirmed that your contact info has been added to the Commerce Directory, you can then set your Commerce Directory password using the Commerce Web Solutions Authenticator self-service password reset portal at https://pass.commerce.gov/user/password and use that password to login to the Kiteworks Secure File Collaboration portal.
 
-Thank you,
+1. If the user is requesting to access the Kiteworks SFC portal with a group Commerce email address (e.g. foia@oig.doc.gov) versus a personal Commerce email address - please forward those requests to the OSLAN IT group (usually Ted Slusarczyk) so those accounts can be added directly to our Commerce Directory (or LDAP). Once the group email address has been added to the Commerce Directory, send a response to the user instructing them to reset their password via the Commerce Web Solutions Authenticator portal with that address.  Then use that password to login to the Kiteworks SFC portal.
 
-ITSD
->>>
+1. If the user is trying to login to the Kiteworks SFC portal with non-Commerce email address – please reach out to the Kiteworks support team (Ken Medley) on guidance for users of this type.  They will not be in our Commerce Directory and therefore they will not be able to reset their password via the CWS Authenticator for login to the Kiteworks SFC portal.
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