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## Kiteworks Authenticator Troubleshooting Steps
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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
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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:
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> After further review, it appears your contact information is not currently in our DOC active directory.
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>
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> 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.
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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**.
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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.
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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 (kpearson@doc.gov) 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.
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1. Verify that the user has input a valid email address (no spaces or special characters included)
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1. If they already have an account, and need to reset their Authenticator password, direct them to https://pass.commerce.gov/user/password
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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.
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>>>
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Hi <insert user name>,
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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.
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Thank you,
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ITSD
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>>> |
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\ No newline at end of file |
