Categories

Find answers to some of the most common questions in Software AG Cloud.

Password Management

How to unlock a user in Software AG Cloud?

A locked user is automatically unlocked after a duration of 5 to 25 minutes, depending on the number of successive invalid attempts. To manually unlock a user, a cloud tenant administrator can login to Software AG Cloud, click on the name of the user listed under the Users tab, and then click on the Unlock user option displayed in the top section of the profile.

How do I know if my username is locked or my username or password is invalid?

You will see the following error in case your username is locked or your username or password is invalid:

Providing specific details on what is invalid, particularly after multiple consecutive invalid attempts, poses a security vulnerability. Hence, the error message intentionally remains vague. When a username is locked, an email is sent to the user with the reason for the temporary lock and its duration. If you have not received such an email, it is because either the username or the password is invalid. There is an option to recover the username and also to reset the password. In both cases, you should receive an email with instructions.

Emails sent from Software AG Cloud come from the address no-reply@softwareag.cloud. Add this address to your list of approved senders if necessary. It is possible that there is a spelling mistake in the email address provided when the user was created. Search for any emails from no-reply@softwareag.cloud to confirm the email address associated with the relevant environment. Additionally, the cloud tenant administrators can easily verify your username and/or email address. If you are sure that the email address is correct, search in your spam, junk, and quarantine folders or check with your IT department.

Emails sent from Software AG Cloud come from the address no-reply@softwareag.cloud. Add this address to your list of approved senders if necessary. It is possible that there is a spelling mistake in the email address provided when the user was created. Search for any emails from no-reply@softwareag.cloud to confirm the username associated with the relevant environment. Additionally, the cloud tenant administrators can easily verify your username and/or email address. If you are sure that the username and the associated email address is correct, search in your spam, junk, and quarantine folders or check with your IT department.

How can I reset my password if I have forgotten it?

To reset your password, go to the login page, and click on the Forgot password link. Enter your username and click on the Get email with instructions link. You will receive an email with instructions on how to reset your password.

Note
The username may not be the same as the email address.

How can I retrieve my username if I have forgotten it?

To retrieve your username, go to the login page, and click on the Forgot username link. Enter your email address and click on the Get email with instructions link. You will receive an email with instructions on how to retrieve your username.

How can I re-setup the environments in the Microsoft Authenticator app after switching to a new mobile device, when the previously configured environments are no longer visible, causing a two-factor authentication (2FA) login issue?

To re-setup your environments in the Microsoft Authenticator app on your new mobile device, you need to reset your password and configure two-factor authentication again. Follow these steps:

User Management

How do I login if an external IDP to login to Software AG Cloud tenant is not working?

Check that your Identity Provider settings are configured correctly, and that the necessary attributes and mappings are accurately set up for authentication. For more information, see the section on Configure Identity Providers.

Alternatively, the tenant administrator can add a user to Software AG Cloud by logging into the tenant and navigating to the Users tab on the Administration page.

Why am I unable to view the subscribed products after logging in successfully to Software AG Cloud tenant?

If you are unable to view the subscribed products despite logging in successfully, contact your tenant administrator. They can verify your user roles and assign the appropriate product roles if necessary. Note that some products may require specific roles for access. Therefore, ensure that your user roles include permissions to view the subscribed products.

How can I add a user in Software AG Cloud?

You can add users in Software AG Cloud only if you have the Cloud Tenant Administrator or Account Administrator role. To add a user, navigate to the Software AG Administration page, and click Add a user. After you save the user details in Software AG Cloud, the new user will receive an email to update the login password.

Note
If you have created a user, for example U1 in Software AG Cloud who has also subscribed to webMethods.io Integration, the first time U1 logs in to a webMethods.io Integration tenant, user U1 will be created in webMethods.io Integration. For more information, see the section in webMethods.io Integration on Adding users.

How can I delete a user in Software AG Cloud?

You can add users in Software AG Cloud only if you have the Cloud Tenant Administrator or Account Administrator role. To delete a user, navigate to the Software AG Administration page, select the user and click Delete.

Note
  • Deleting the users from Software AG Cloud will not delete the users from other webmethods.io products. For example, if user U1 is deleted from Software AG Cloud but exists in webMethods.io Integration, the user will not be able to log in to webMethods.io Integration tenant. However, if the user U1 is deleted from webMethods.io Integration but exists in Software AG Cloud, the user U1 will be created in webMethods.io Integration again when the user logs in to webMethods.io Integration.
  • It is best practice to delete the Software AG Cloud user from each product for which they have permission to use.

Identity Provider Configuration

What should I do if I configured an external identity provider as the default login, but my configuration was incorrect, and now I’m locked out of my environment?

You can reconstruct your default login URL by replacing environment_name and region_abbreviation in this URL:
https://.mycloud-.softwareag.cloud/login?kc_idp_hint=softwareagcloud

The region abbreviations are:
US1 Oregon (AWS) : us-west-2
EU2 Frankfurt (AWS) : eu-central-1
AU2 Sydney (AWS) : aw-au
EU3 West (Azure) : az-eu
US2 East (Azure) : az-us
Australia East (Azure) : az-au
US2 East2 (Azure) : az-us1

For example, if your environment name is acmedev and it is hosted in the US2 East (Azure) region, your default login URL will be: https://acmedev.mycloud-az-us.softwareag.cloud/login?kc_idp_hint=softwareagcloud