Having a null UPN value blocks activation in Dell Data Protection Enterprise Edition

Affected Products:

• Dell Data Protection | Enterprise Edition v8.3
• Dell Data Protection | Encryption v8.3.1.6120

Customers with multiple domains in their environment could have activation's fail for several reasons. As a best practice, check the presence of the User Principal Name (UPN).

When the UPN is not set in Active Directory, this causes the activation to fail. It is recommended that users login using a UPN.

Workflow:

1. Customer attempts to activate the endpoint to the Enterprise Server.
2. Customer verifies that the endpoint can connect to the server.
3. Check the log files for error messages.

Check Logs:

Check the Compatibility server log for the following error:

2014-05-30 11:58:51,233 ERROR device.DeviceManagerService [RMI TCP Connection(24831)-10.xxx.xxx.xxx] - Error authenticating user XYZZ@XYZ123.BIZ com.credant.guardian.server.ldap.reconciler.ReconcilationFailedException: User data invalid: invalid UPN: [null]

If you find the error, perform the following steps:

1. Go to Active Directory (AD) for that user and ensure the User Principal Name (UPN) information is not blank.
2. Add the UPN information to that account.
3. Go to the endpoint and activate.

To contact support, reference Dell Data Security International Support Phone Numbers.
Go to TechDirect to generate a technical support request online.
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