Last updated: September 14, 2026tiCrypt 2.17.9
Troubleshooting
Select the issue you are experiencing and follow the guided steps to resolve it.
What are you experiencing?
Login Errors
| Message | What it means | What to do |
|---|---|---|
No user exists with email <address> | The key file does not match an account on this deployment | Check you are on the right deployment card and using its key file. If you use several deployments, keys are not interchangeable. Otherwise ask your administrator which address your account uses |
| The password for the private key is incorrect or is the wrong key file | Password or key file mismatch | Re-enter the password and confirm you selected the right .key file |
| Too long since last login | The account expired from inactivity | Ask your administrator to re-activate it |
| Bad MFA certificate: certificate is for different user | You authenticated to MFA as someone else | Log in again with the correct user ID |
<n> login attempts remaining until account is locked | Repeated wrong passwords | You get 14 attempts and are warned for the last 8. After that you must wait until the time shown. The lockout is enforced at the system level and cannot be bypassed by anyone, including administrators |
| You clicked Decline on the terms prompt | The session ended before it started | Log in again and click Accept |
| You must enter the password to decrypt your key | The password field was left empty | Enter your private key password |
| Cannot upload more than 1 file | Several key files selected at once | Add keys one at a time. See Private Keys |
If you have lost your password entirely, see If You Forgot Your Password.
Registration Errors
| Message | What to do |
|---|---|
| Must be a valid ID or email | Include @ and match your institution's format |
| May only contain alphabetic characters, apostrophes, and spaces | Remove digits from your first or last name |
| Password too short | Use a longer password |
| Password too weak | "Add another word or two. Uncommon words are better." Length beats symbol substitution |
| Passwords do not match | Re-enter both fields |
| Invalid optional email | Correct the format, or leave it blank |
| Invalid characters in department, position, or notes | Remove unsupported characters |
| Authentication certificate did not match user being registered | The user ID format does not match what the deployment expects. Ask your administrator for the required format and register again |
| Login ID already taken | Choose a different user ID |
Escrow Users Only
| Message | What to do |
|---|---|
| Unknown or unselected escrow group | You must pick the group your administrator assigned you before continuing. Ask them which one it is |
| Failed to load escrow groups | Contact your system administrator. The deployment may not have escrow groups configured yet |
| Failed to share all key parts with an escrow group member | A key part belongs to a group, not an individual, so you cannot share one until you are a member of a group. Ask your Site Key Admin to add you, then have an existing member re-share the group's key parts with you. See Share Key Parts With a New Group Member |
Still stuck?
If none of the options above match your issue, or the suggested steps did not resolve it, contact your tiCrypt administrator with:
- The exact error message (if any)
- The name of the VM, drive, or file involved
- The approximate time the issue occurred
- The three version numbers from the login page. See Check Which Versions You Are Running