This page introduces frequently asked questions about the device certificate option.
If you have any questions, please be sure to read through it.

If this does not resolve your issue, please feel free to contact us.
 

List of Troubles and Issues Related to the Secure Authentication Suite (SAS) App

Troubleshooting Details

1. Setup & Configuration

1-1. The error "Failed to Register Device (User is not authorized to perform this action)" appears when requesting a device certificate.

• Cause:
  • The device being registered is already registered under a different member
  • The identification information has changed due to a hardware replacement or OS reinstallation on the device
• Solution:
  • Please check the registered device information on the device certificate settings screen, and
    verify whether the same device identification information is already registered.
  • If the above does not resolve the issue, please contact our support team.
    Providing the following information when you contact us will help us assist you more smoothly.
    • SAS app operation log Note: For instructions on how to obtain it, see here
    • Device type (PC, iPhone, etc.)
    • OS (Windows / MacOS / iOS/iPadOS / Android OS)
    • Identifier (such as a MAC address)
       

1-2. When installing the certificate on iOS, the downloaded profile disappears.

• Cause: We have confirmed that performing this operation while connected to Wi-Fi may cause the downloaded profile to disappear.
• Solution: Please switch to an internet connection via SIM and try the operation again.

2. Authentication & Sync

2-1. The "Unable to connect to IRP service" error occurs during authentication.

• Cause:
  • Incorrect domain entry
  • Error dependent on the network environment
    
• Solution:
  • Please check whether the domain information you entered contains full-width characters or spaces.
  • Please check whether communication is working properly using each of the following commands.
    Note: If you cannot connect, please consult your internal network administrator.
    • nslookup -type=SRV _irp._tcp.trustlogin.com 8.8.8.8
    • test-netconnection -ComputerName id-central.trustlogin.com -Port 4604
    • test-netconnection -ComputerName id-central.trustlogin.com -Port 8443
• There may be domain restrictions due to a firewall or similar.
  List of domains used by TrustLoginPlease check the page and allow the domains that are used.
   

2-2. The "Unable to authenticate user" error occurs during authentication.

• Cause:
  • The member has not been assigned to the device certificate feature
  • The number of assigned licenses exceeds the contracted number
  • The license has expired
• Solution:

  • Please check that the relevant member is assigned to the device certificate feature.
    If already assigned, please remove the member assignment from the device certificate management screen,
    and check whether reassigning it resolves the issue.

    Explanation with a screenshot

  • For questions about the number of licenses or the validity period, please contact our support team.
    Providing the following information at this time will help us assist you more smoothly.
    • Device type (PC, iPhone, etc.)
    • OS (Windows / MacOS / iOS/iPadOS / Android OS)
    • Identifier (such as a MAC address)
       

2-3. When using push notification authentication to log in to TrustLogin with the Windows SAS app,
an error saying "An error has occurred in the script on this page." is displayed when logging in.

• Solution: We have confirmed this issue with the Windows SAS app.
  • Canceling this error twice will cause the notification to arrive after a longer time than usual, allowing authentication to proceed.
  • If the above operation is not acceptable, we apologize for the inconvenience, but please temporarily assign
    another authentication method, such as password authentication.
     
     

2-4. Re-login is required while operating the app.

• Cause: The app's login session has expired
• Solution: Please log in again and continue the operation.

2-5. The status on the SAS app is not updated even after proceeding with the operation.

• Solution: Please perform a manual update.

  • Tap the arrow icon in the upper right of the "Strong Device Authentication" screen to update the status.
    Note: If you are asked to authenticate again, please log in again.

    　　
    
     

2-6. The error "Failed to sync device information" is displayed.

• Cause: There is a problem with communication between the SAS app and the server
• Solution:
  • Please wait a while and try the operation again.
  • If this still does not resolve the issue, please obtain the operation log and contact us.

2-7. After bulk-registering devices, removing the member assignment and then re-registering causes a "Device already registered" error.

• Cause:

  Removing the member assignment before removing the device may cause this error due to how the API processes the request.

• Solution:

  We recommend removing the device first, and then removing the member assignment, rather than the other way around.
  
   

3. Maintenance & Other

3-1. Can I reset or change my TrustLogin ID/password from the SAS app?

• Solution:

  Password reset/change is not available from the SAS app.
  If you need to use "Forgot your password," "Account locked," or "Password reset,"
  please perform these operations from a PC browser.
  

3-2. How can I obtain the app's operation log?

• Solution: Please check the operation log retrieval method for each device below and obtain the log.
  • Mobile devices (iOS/Android)
    1. Open the "Secure Authentication Suite" app and click the gear icon (settings menu).
       
    2. Click "Send Log".
       
        
  • Windows devices
    Please obtain the log from the following location.
    C:\Users\UserName\AppData\Local\Sixscape Communications\Secure Authentication Suite

  • Mac devices
    Please obtain the log from the following location.
    ~/Library/Containers/com.sixscape.sas/Data/Library/Application Support/Secure Authentication Suite/logs/

    The file name will be "SecureAuth_YYYYMM.log".
    Note: "YYYYMM" shows the date and time when the Secure Authentication Suite app was used.
    
     

3-3.Even after reinstalling the desktop (Windows/Mac) version of the SAS app,the information from the time of uninstallation is still displayed.

• Solution:Please follow the steps below to completely delete the app data on the device, then try reinstalling.
  • Windows:
    1. Uninstall the "Secure Authentication Suite" app.
    2. C:\Users\user_name\AppData\Open the Local folder.
    3. Delete the two folders "Sixscape Communications" and "Sixscape_Communications".
    4. Reinstall the "Secure Authentication Suite" app.
        
  • Mac:
    1. Uninstall the "Secure Authentication Suite" app.
    2. Open the "Terminal" app and enter the following command.
       open ~/Library/Containers
    3. Search for and delete the "Secure Authentication Suite" folder.
       Note: Depending on the OS version, it may be labeled "com.sixscape.sas".
    4. Reinstall the "Secure Authentication Suite" app.
        

3-4. After updating the SAS app,certificate installation may not complete successfully.

• Cause:

  We have confirmed that in some environments where the update was performed from a version earlier than 1.0.5, certificate installation does not complete.

• Solution:
  • Please try uninstalling the SAS app once and then reinstalling it.
  • If you want to completely delete the app data on the device in a PC environment and reinstall, please see here for details.