Troubleshoot failed activation of Dell Data Protection Encryption by verifying user principal name settings

Summary: This article provides information about how to troubleshoot the User Principal Name (UPN) requirement for a failed activation of a Dell Data Protection| Encryption endpoint.

This article applies to This article does not apply to This article is not tied to any specific product. Not all product versions are identified in this article.
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Symptoms

Affected Products:

  • Dell Data Protection | Enterprise Edition

Affected Versions:

  • v7.x - 11.x

If an encrypted endpoint attempts to contact the Dell Data Protection | Enterprise Edition server using a domain\username format, the user receives access is denied message. We recommend especially, in a multidomain environment, that users login using a User Principal Name (UPN).

Note: User Principal Name is defined as: UPN or User Principal Name is a Windows Active Directory log in method of authentication when you enter the credentials as username@domainname.com instead of the Windows authentication method: domainname\username to be used as login.

Error:

User activation is not successful.
Unable to activate across all systems with Dell Data Protection | Encryption installed.

In the CMG Shield log file:

org.apache.xmlrpc.XmlRpcException: Failure during activation: Error resolving user <UPN>
Activator: 423] [SUPPORT] *** Unable to activate new user <UPN>'. Activation failed with error code 0x3eb.

In the Dell Data Protection | Encryption Shield log file:

XmlRpcActivate: 145] Activation request failed [device server fault:0x3eb]: Failure during activation: Error resolving user -<Non-UPN>

In the Compatibility Output log:

ERROR Resolver [RMI TCP Connection(1864)-192.168.1.1] - Unable to find user:<UPN> while searching the domain:LDAP://<fully-qualified-domain-name>:389/DC=<domain>,DC=<domain-suffix>
ResolverException
Nested Exception --> null

Cause

Not Applicable

Resolution

To work around this issue:

  1. Verify that the user exists in Active Directory (AD).
  2. Verify that the user has the UPN assigned to their account in Active Directory (AD).
Note: Reference the Microsoft Knowledge Base Article Add User Principal Name Suffixes This hyperlink is taking you to a website outside of Dell Technologies. for instructions on how to add UPN information to an AD user's account.
  1. Go to the Remote Management Console and remove NETBIOS names from Alias.
  2. Ensure that the User name is in UPN format.

To contact support, reference Dell Data Security International Support Phone Numbers.
Go to TechDirect to generate a technical support request online.
For additional insights and resources, join the Dell Security Community Forum.

Affected Products

Dell Encryption
Article Properties
Article Number: 000126170
Article Type: Solution
Last Modified: 04 Mar 2024
Version:  10
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