Troubleshooting

This section describes fixes to common issues when managing a user account in Yandex Identity Hub:

• Second factor registration time expired.
• No access to an application or resource.
• Unable to sign in with a Yandex account.
• Unable to sign in as a local user.
• Unable to sign in as a federated user.
• Unable to delete or modify your login authentication method.
• Account deactivated.
• Additional help.

Second factor registration time expiredSecond factor registration time expired

You get this error at sign-in: Account login is not possible. The deadline for adding the second factor has expired. Contact the organization's administrator.

SolutionSolution

You have to configure a second authentication factor during your first sign-in to the management console. You are given a limited time to complete the setup. You can learn the time you have for the operation from your organization administrator. On your request, the organization administrator can:

• Reset the second-factor verification date for your account.
• Temporarily disable the multi-factor authentication policy for your account.

After the second-factor verification date is reset, complete the setup:

1. Close all browser tabs with the Yandex Cloud management console.
2. Clear your browser cache and cookies for console.yandex.cloud and yandex.cloud, or use your browser's incognito mode.
3. Log in to the management console once again under the proper account.
4. Complete the second-factor setup within the given time.

No access to an application or resourceNo access to an application or resource

On some management console pages, you see this message: Access denied. You do not have permission to view this section. Contact the organization's administrator.

SolutionSolution

This error indicates that you did not get the necessary roles to access the resource. To gain access, contact your organization administrator or the resource owner. They will give you the relevant role. Go to the management console page and check your access to the resource.

Unable to sign in with a Yandex accountUnable to sign in with a Yandex account

When attempting to sign in with a Yandex account, you get an error message or the sign-in fails.

SolutionSolution

1. Make sure you are using the right Yandex account: the one that got invited to the organization.
2. Check that you have accepted the invitation by opening the email and clicking Accept invitation.
3. If your organization has a mandatory two-factor authentication policy in place, make sure it is configured for your account:
   1. Go to the Yandex passport page.
   2. On the left side of the page, select Security. If the Login method section has the standard login method (username and password only) selected, two-factor authentication is off. Follow this guide to configure it.
4. Clear your browser cache and cookies for console.yandex.cloud and yandex.cloud, or use your browser's incognito mode.
5. Log in to the management console once again under the proper account.

If the error persists, contact your organization administrator.

Unable to sign in as a local userUnable to sign in as a local user

When attempting to sign in as a local user, you get this error: Incorrect username or password.

SolutionSolution

1. Make sure you are entering the username and password correctly. Pay attention to character case.
2. Verify that you are using the correct organization ID or user pool domain.
3. Make sure your account is active. The administrator may have deactivated your account. Contact the administrator to check your account status.
4. If you have forgotten your password, contact your organization administrator to reset it.

Unable to sign in as a federated userUnable to sign in as a federated user

When attempting to sign in via an identity federation, you get an error message or the sign-in fails.

SolutionSolution

1. Make sure you are using the correct federation ID. Confirm it with your organization administrator.
2. Verify that you are entering the correct credentials on the identity provider's page.
3. If you see an error on the identity provider's page, contact your corporate authentication system administrator.
4. If successful authentication with the identity provider does not redirect you to the Yandex Cloud console, contact your organization administrator. The federation may have been configured incorrectly.
5. For more information about the federation errors, refer to the following sections:
   • Diagnosing errors in federations
   • Troubleshooting errors in SAML 2.0 federations

Unable to delete or modify your login authentication methodUnable to delete or modify your login authentication method

You get an error when attempting to delete or change your login authentication method on your My account portal.

SolutionSolution

To delete an existing login authentication method, you must first add a new one:

1. Go to the My account portal.
2. In the left-hand panel, select Login and security.
3. Under Login confirmation, click Add authentication method.
4. Select a new authentication method (e.g., security key or biometrics).
5. Follow the on-screen instructions to configure a new method.
6. After you successfully add a new method, you can delete the old one:
   1. Under Login confirmation, locate the method you want to delete.
   2. Click Delete.

Account deactivatedAccount deactivated

When attempting to sign in, you get a message saying that your account is deactivated.

SolutionSolution

Contact your organization administrator. They will check your account status and activate it.

Additional helpAdditional help

If you did not find a solution to your issue in this section:

1. Contact your organization administrator.
2. Check out the relevant troubleshooting guides:
   • Diagnosing errors in federations
   • Troubleshooting errors in SAML 2.0 federations
   • Diagnosing user pool-related errors
   • Diagnosing Yandex account authentication errors
3. Contact Yandex Cloud support.

See alsoSee also

• First-time login to the console
• Managing an account on the My account portal
• Multi-factor authentication in Identity Hub