Troubleshooting common Identity Monitor issues

This section provides information and solutions to some of the common questions users may have when navigating the SolarWinds Identity Monitor portal for the first time.

• For additional support, check out the Identity Monitor Knowledge Base.
• If you require further help, contact the SolarWinds technical support team.

Email addresses not verified in watchlist

When adding a new email address to the watchlist adding a new email address to the watchlist to be monitored, a verification of ownership email is sent to the address. Email addresses whose ownership has not been verified remain in a Pending status in the portal.

If the owner does not receive this email, confirm that it has not been routed into their junk/spam mail folder.

If you have verified that the email has not been sent to the user's spam folder, or has been blocked from delivery, contact the SolarWinds support team.

Domains not verified in watchlist

When adding a new domain to the watchlist to be monitored, self-verification of ownership must be completed. Domains that have not been verified remain in a Pending status in the portal.

Admins must complete the instructions to add verification script into one of the following:

• A DNS TXT record
• The header on the main domain page using meta tag code
• A HTML file then placed in the website root folder

Only one verification needs to be completed to authenticate the domain. If you do not have permission to add this information into the domain, contact the SolarWinds support team.

New portal user cannot confirm account

When adding a new user or administrator to Identity Monitor, a verification email is sent to the new user's email address with a link to log in and configure their account.

If the user does not receive this email, confirm that it has not been routed into their junk/spam mail folder.

If you have confirmed that the email has not been sent to the user's spam folder, or has been blocked from delivery, contact the SolarWinds support team.

Configured two-factor authentication tokens are "invalid"

User account two-factor authentication is time-based and done through a two-factor authentication application. Invalid tokens usually occur due to a mismatch in time synchronization with the mobile device running the authentication application.

If there is any discrepancy between the time registered in the Identity Monitor portal and the time registered in the 2FA application, the code returns as invalid.

Total records in watchlist does not match total displayed

When viewing watchlist records, you may notice that the number of records displayed does not match the total number of records in the watchlist.

By default, Identity Monitor does not include breach records with "Email Only" severity in the watchlist. These record types are informational only and not actionable through Identity Monitor.

To view all breach records, including Email Only record types, go to Filter and check Email Only to include those records.

Web rendering / JavaScript issues

If you are experiencing issues with your browser incorrectly rendering the Identity Monitor portal, first verify that you are using the latest version of your web browser. If not, update your browser and log in to the Identity Monitor portal again to confirm if the issue has been resolved.

If the issue continues to occur, submit a ticket to the SolarWinds support team with the following information:

• The web browser you are accessing the portal from (Google Chrome, Firefox, Internet Explorer)
• The web browser version
• If possible, a screenshot of the rendering / JavaScript issue