Common problems

In this section, you will learn how to resolve common problems that you may encounter when you log in using Portnox™ Conditional Access for Applications.

If you cannot log in to your application with Conditional Access and encounter errors, follow these steps. If one step does not solve your problem, try to escalate to the next step.

Important: If you see a message Before signing in, the following issues must be resolved, Conditional Access is working correctly, but your device does not meet the safety requirements to allow you to access the application. Follow the remediation steps described in the message and try again.
  1. Check if you are using a supported browser.
    We tested Conditional Access using the following browsers:
    • Windows: Edge, Chrome, Firefox, Brave, Vivaldi, Opera
    • macOS: Safari, Chrome, Edge, Firefox, Brave, Vivaldi, Opera
    • iOS: Safari (other browsers are not supported due to the iOS architecture)
    • Android: Chrome, Edge, Brave, Vivaldi, Opera, Samsung Internet Browser (not supported: Firefox, Opera Mini)
  2. Check if you installed Portnox AgentP, logged in using your company credentials, and the application is running.

    Conditional Access does not work unless you have a working installation of AgentP.

  3. Fully restart your browser.

    If you have multiple browser windows open, close all the windows and wait at least 30 seconds for all background tasks to end.

    If this does not help:

  4. If you’re using the Microsoft Edge browser: Reset certificate choices.
    1. Click on the lock symbol to the left of the address bar.
    2. Select: Your certificate choices > Reset certificate choices > Reset choices.
    3. Restart Microsoft Edge.

    Microsoft Edge will ask you to select the certificate again.

    If this does not help:

  5. If you’re using macOS and Avast Antivirus, use another antivirus product.

    Avast on macOS manipulates the system certificates and makes it impossible to work with Conditional Access.

    If this does not help:

  6. Restart your device.

    This lets you make sure that all browser processes are closed.

    If this does not help:

  7. Check if AgentP is installed and running.

    If you feel that you may have not completed the installation and enrollment process correctly, uninstall AgentP and install it from scratch following the steps for your operating system (see the menu on the left side of this page).

    If this does not help:

  8. Contact your local IT staff for help.