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KB-7445: Browser displays error when tenant URL is attempted: DNS address could not be found

Centrify Identity Service, App Edition ,   Centrify Identity Service, App Plus ,   Centrify Privilege Service ,  

8 September,16 at 04:50 PM

Applies to: Centrify Identity Service, App Edition



Problem:

When attempting to access a cloud tenant using the tenant URL (example: https://<suffix>.my.centrify.com/my), an error message is displayed in the web browser:

          DNS address could not be found



Cause:

This scenario can occur if the tenant has not been accessed for a period of time. If a specific tenant has not received a login request for 90 days, the cloud service will place the tenant in an "inactive" service state. While in this state, the tenant can be accessed but will not perform any functions until the active status is restored by performing a successful login. Tenant status is not visible to administrators or end users and is not configurable.



Workaround:

As a workaround to using a tenant's custom URL for login when the tenant is inactive, users or administrators can use a generic URL that will redirect to a specific tenant. As an alternate option, a URL that contains a tenant's pod details may also be used. For additional information how to determine pod details of a cloud tenant, administrators can view the welcome email when the tenant was generated or contact Centrify support.

Note: Once tenant login is restored, the following article outlines the steps to view pod details from the cloud manager and user portal About menu: KB-7414 How do I determine the pod I am using for my Cloud Manager and check the health of the pod I am using?

Solution:

To restore the tenant status to "active" state, a user or administrator must perform a successful login at least once. Successful login will revert the tenant service status to an "active" state and reset the 90 day inactivity timer..



For additional information not covered in this guide or troubleshooting assistance, please review Centrify Online Help or visit the Customer Support Portal at https://www.centrify.com/support/customer-support-portal/
 

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