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Troubleshooting
Troubleshoot common issues that can occur.
No active account found for user
If no active account was found for the user during single sign-on (SSO) logon, use another identity or grant access to the Genetec ClearID™ web portal.

About ClearID
Learn about the ClearID self-service physical access management solution.
What's new
Check out what's new in the latest update to ClearID.
Deployment preparation
Check your compatibility and deployment requirements.
ClearID plugin
Learn how to download and install the plugin.
Managing identities and users
Learn how to manage identities and users.
Credential synchronization
Managing sites
Learn how to manage sites.
Managing areas
Learn how to manage areas.
Managing visitors
Learn how to manage visit requests and access requests.
Managing visitor watchlists
Learn how to manage visitor access using watchlists.
Role-based access control
Learn about role-based access control.
Connecting to other systems
Learn how to connect ClearID to other systems.
ClearID Self-Service Kiosk
Learn about the ClearID Self-Service Kiosk mobile app that simplifies visitor management and check-in.
Troubleshooting
Troubleshoot common issues that can occur.
- Plugin installed, but missing from Security Desk and Config Tool
  If the Properties tab for the plugin is missing, then the plugin is not installed on your local machine. The plugin must be installed on a Genetec™ Server (main or expansion).
- Plugin role could not find file with certificate
  When adding the Genetec ClearID™ plugin role, the role is unable to start and a Could not find file with certificate error message is displayed.
- Custom fields not displayed in Security Desk
  If custom fields are not displayed in Security Desk, check the user privileges and ensure that the relevant user or user groups have been configured for the custom field.
- No active account found for user
  If no active account was found for the user during single sign-on (SSO) logon, use another identity or grant access to the Genetec ClearID™ web portal.
- Visit email notifications not received by visitors
  If visitors aren't receiving email notifications, check that the visit event or visit area request has been approved.
- Visitor hosts fields in Security Desk are empty
  If the Visitor hosts fields in Security Desk are empty, then the Cardholder groups can escort visitors setting might not be configured correctly for Genetec ClearID™.
- Connectivity issues (One Identity Synchronization Tool)
  If you encounter connectivity issues when using the Genetec ClearID™ One Identity Synchronization Tool, check your API integration or Azure AD application connection details.
- Data synchronization issues (One Identity Synchronization Tool)
  If you encounter connectivity issues when using the Genetec ClearID™ One Identity Synchronization Tool, check your service logs for errors. To help you troubleshoot the issue, learn about the possible causes and their respective solutions.
- Self-Service Kiosk issues
  If the Genetec ClearID™ Self-Service Kiosk check-in function or the kiosk does not work as expected, you can perform additional troubleshooting steps.
- Self-Service Kiosk label printer issues
  If the Genetec ClearID™ Self-Service Kiosk label printer is not performing as expected, you can check the configuration, check the hardware, or perform additional troubleshooting steps.
Additional resources
Need tech support or product information? Check out these resources.
Glossary

No active account found for user

2023-06-15

If no active account was found for the user during single sign-on (SSO) logon, use another identity or grant access to the Genetec ClearID™ web portal.

Cause

The user was authenticated successfully, but no active account was found for the user.

An error has occurred dialog in ClearID reporting that no active account was found for the user.

The identity associated with the email that was used to log on does not have web portal access.

Solution

Grant user access to the web portal.