Entrust Certificate Services Support Knowledge Base

Audience: General
Last Modified: 2009-05-21 12:34:14.0

TN 7773 - Frequently Asked Question for using IdentityGuard for logging into the Entrust Certificate Managed Service

 

 

1. I have not received my email from Entrust to begin Enrollment?
1. When you access your account by going to https://managed.entrust.net , there will be a link titled “Recover my password”.  Click on this link and an email with that temporary password and link will be sent to your email. Please note – you will have to provide your username when requesting the recovery email. For existing Entrust Certificate Management Service users the username is your existing unique id. If you are new to the management service or you have forgotten your unique id please contact support at 1-866-267-9297 option 2

 

2. Why do I need to create 5 Security questions for my account?
1. 5 questions are required to allow a certain level of randomness to the challenge questions that will be asked when required. Of the 5 you will be asked to answer 2 questions when challenged.

 

3. I’ve forgotten my password. How can I reset it?
1. When you access your account by going to https://managed.entrust.net , there will be a link titled “Recover my password”.  Click on this link and an email with that temporary password and link will be sent to your email. Please note – you will have to provide your username when requesting the recovery email. If you need further assistance please contact support at 1-866-267-9297 option 2

 

4. How do I access the Self-Service Server to make changes to my IDG service
1. The Self-Service Server (SSS) can be accessed from within the Entrust managed account from the preferences tab.

 

 

5. My password has expired, how can I change it?
1. Your IDG password is valid for 1 year. The next time that you login in after the password has expired you will be prompted to change your password. Resetting your password at any time will start the 1 year validity over.

 

6. My grid card has expired, how do I get a new one?
1. Your grid card is valid for 2 years. When the grid card is approaching it’s expiry date Entrust will send you a replacement card.

 

7. I’ve decided that I want to use a grid card for second tier authentication. How do I obtain a card after the initial enrollment?
1. You can enable grid card authentication by submitting the request in the managed account. This can be found in the Preferences tab

 

8. Can some administrators for our account sign up for the grid card authentication, and those that do not wish to use it simply use a login/password authentication?
1. Grid card authentication is enabled at the account level. Therefore if enabled, all Administrators will be required to login in using the grid card for second factor authentication

 

9. Can I change the answers I gave for the security questions?
1. You can make changes to the security questions by accessing the Self-Service Server. Once there you can make changes to you challenge questions/answers

 

10. My card is temporarily unavailable. How can I login?
1. If you have forgotten your card temporarily (ie. At home), then you may select “I’ve misplaced my Grid card” when prompted for a pin. This will bring you to the Self-Service Server (SSS). You can then select “I’ve temporarily forgotten or misplaced my grid”. Once you have successfully answered the challenge questions, the prompt will be disabled for 30 days, and a temporary pin will be sent to you by email. Once you have retrieved your grid card you can select “I’ve found my grid and would like to start using it again” from the SSS. This will re-enable prompting for a pin taken from the grid card.

 

11. I’ve lost my grid card, how can I obtain a new one a new?
1. If you have lost your grid card permanently or feel it has been compromised you can click on the link for “I’ve misplaced my Grid card” when prompted to enter your pin during login. This will bring you to the Self-Service Server (SSS). You can then select “I’ve permanently lost my grid or think it’s been compromised”. Once reported lost, the card is permanently de-activated and a new one will be sent to you in the next 30 days. While waiting for the grid card you will be able to login using your username and password. Once you have received your new grid card you can select “I have my new card” while logging in. This will re-enable prompting for a pin taken from the grid card. Please note – after 30 days you will no longer be able to log in if you have not re-enabled your grid card.

 

Affected Products:

• Entrust Certificate Services Enhanced Service Account Version Not Applicable Language Not Applicable Platform Not Applicable
• Entrust Certificate Services Web Hoster Service Account Version Not Applicable English Platform Not Applicable