If you never setup elevated access before, please use the link below to learn more about it and how to set it up correctly.
In this article we assume you're running into an issue which stops you using Elevated Access, please follow these steps below to troubleshoot.
1. Check user's Role-Based Permissions. In order to use Elevated Access, the user must be given at least "Can be an Elevated Admin" permission. Login to Evo portal -> Access -> Role-Based Permissions Tab -> Select one of your permission groups. Make sure the permission is checked.
Most common errors you will see if the user does not have the right permission.
Activity log in Evo portal:
2. Check Elevated Access permissions. Even though the user has the right role-based permissions, you still need to give them access to the shared account(s). Login to Evo portal -> Access -> Elevated Access and edit (pencil icon on the right); make sure the correct shared account(s) is checked and the user(s) or user group(s) is checked as well.
The most common error you will see for this access is like the photo below.
3. Check your Secure Login token and secret key. The token and secret key are used for elevated access; if they're mismatched, elevated access feature will not work. If there's any typo, "space", or weird format in those keys, elevated access will not work as well. Please double check those keys and make sure you copy them over as plain text.
- You can use "Connection Test" on Secure Login to test the elevated access.
If elevated access still does not work for you after these steps above, please feel free to submit a ticket with a log archive ("Build Log Archive") on both Secure Login app and LDAP Agent app, we will try our best to assist you.