Advanced Trouble-shooting Imprivata Users

This document is for general trouble shooting. These steps should be performed before deleting a user’s account.

If a user cannot enroll.

Check the AD account and verify that they already have the Imprivata_SSO group in the “member of” tab.
Assuming the user does have the SSO group, the next step would be to check Imprivata. Sign into the Admin console.
Select users and in the drop down box put User Last Name.
Type in the User’s last name and click search. What we want to verify is that it shows the user enabled status. Most cases with this issue the user will be disabled.

To enable the user just click the tick box next to the user name and then click enable.
Click Save

User reports they are signing in as someone else or someone else is signing in as them.

First step is gathering information. You will need to know
1. Both user names
2. Which user is being signed into by both badges
3. The prox number of both badges
You will need the user with 2 badges linked to stay on the phone to complete and verify the issue is resolved.
Now look up the user in Imprivata. Click on the username
Scroll down and locate Proximity Card

If you see 2 prox number here you will need to remove the one that does not belong to this user. To do this click the tick box beside the card to remove and then scroll down and save.

User is unable to enroll badge

Sign into the Admin Console.
Hover over Devices then select Proximity Cards

You will see a tick box “Enforce Self-Enroll Setting”

Uncheck the box and have the user enroll the badge as normal
Verify with the users that they can now tap in and out
Check the box back before logging out of the console as this will cause issues if left unchecked.

User in wrong policy or default policy

Sign into the Admin Console
Lookup the users account and click on the user name
Locate the Policy drop box and set it to the correct policy.
Click save

Computer is in the wrong policy

From the Admin Console hover over computer and select computers
Enter the hostname in the search box and click search.
Click on the hostname
You will see a drop down box in the “apply computer policy” section
Set this to a Type1a-15 for a typical user computer or a Type2 (Acute) for an auto-login computer.
Save and restart the computer.