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How to troubleshoot Dell Data Protection Cloud Edition when internal users are activating as external users


Note: As of May 2018, Dell Data Protection | Cloud Edition has reached EOS and this article is no longer updated by Dell. For more information reference End of Life / End of Support Policy for Dell Data Security.

If an internal user is configured incorrectly in Active Directory, Dell Data Protection | Cloud Edition will activate the user as an External user. This is because the Dell Data Protection | Encryption Security Server will try to resolve the login to an AD account. If it fails to find the user in Active Directory, the server will assume the account is needed by an external user.


Affected Products:

Dell Data Protection | Cloud Edition




Check the following settings in your network environment:

  • Ensure that the user entered their Domain email address (For Internal User Account) when they activated.
  • Check to verify that the user is set up correctly in Active Directory.
  • Uninstall Dell Data Protection | Cloud Edition and then reinstall.
  • Activate the user.

For support, US-based customers may contact Dell Data Security ProSupport at 877.459.7304, Option 1, Ext. 4310039, or via the Chat Portal. To contact support outside the US, reference ProSupport’s International Contact Numbers. For additional insights and resources, visit the Dell Security Community Forum.


Identificateur de l'article : SLN301002

Date de la dernière modification : 06/26/2018 04:11 PM


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