When something goes wrong

Signing in

The sign-in page says "Invalid username or password" even though the password is right

Five wrong passwords in a row lock an account for 15 minutes, and the sign-in page shows the same message for a wrong password and a locked account. Wait 15 minutes and try once, carefully. The same message is shown to an account that is managed by your company directory: that person signs in with single sign-on, not a password. See Password policy and sessions.

"Too many authentication attempts. Please try again later."

Too many failed sign-ins came from your network: the limit is 20 failed attempts in 15 minutes, counted per network address, so one person’s mistakes can affect colleagues in the same office. Wait 15 minutes. Successful sign-ins are not counted.

The code from the authenticator app is refused, or the account is "temporarily locked"

Check the clock on the phone is set automatically, then use a fresh code. After too many wrong codes the account is locked for 15 minutes. If the phone is lost, use a recovery code or ask an administrator. See Check and adjust MFA.

You were signed out while you were working, and the sign-in page says "Your session expired. Please sign in again."

A sign-in lasts a fixed length of time, however busy you were: 8 hours unless your administrator changed it. Sign in again and carry on; anything you had not saved has to be entered again. An administrator can change the length under Security Settings, Sessions: see Password policy and sessions.

The "Your Zonitix instance is live" email never arrived, or its setup key has expired

You cannot start First sign-in without that email: it carries your instance address and the one-time setup key. Check the spam folder of the address you gave us, then contact Zonitix support. We can send the email again while the key is still valid; once the 72 hours have passed, a fresh key has to be issued first.

You think someone else has got into an account, or a work computer is lost or stolen

Block the account first and investigate afterwards: If you think an account or a computer has been compromised.

You are an administrator and you cannot sign in yourself

See the section for a locked-out administrator in Help someone who is locked out. It lists what you can try alone, what another administrator can do, and what is left if neither is possible.

Nobody can sign in from one office or country

A country or IP address rule may be blocking that location. See Block countries and IP addresses, which also covers what to do if you have locked yourself out.

Zonitix is locked, or warns about backups

Every page you open sends you to Backups & Recovery, where a checklist is headed "Set up backups to start using Zonitix"

You are an administrator on a new instance, and it stays locked until a first backup has reached storage your company owns and been verified there. Nothing is broken. Follow Set up backups as far as step 9; with no IT person, start with Hand the technical setup to whoever helps you with IT. Users, Groups, Roles, Security Settings, System Health, Updates, License & Entitlements and My Profile still open meanwhile.

A panel titled "Zonitix is not ready to use yet" instead of the page you opened

Your account is fine. The panel says either “Your administrator needs to finish setting up backups for your organisation.” or “Your administrator needs to finish securing the recovery keys for your organisation’s backups.” Tell an administrator; the page opens by itself when they have finished. The administrator’s guide is Set up backups.

A red banner: "Zonitix is locked until backups are set up: connect storage you own and run a first backup."

The same lock, as an administrator sees it on every screen. Click “Set up backups” and follow Set up backups, steps 1 to 9. On an instance that was already in use, it means the 30 days of notice ended with no verified backup.

An amber banner that starts "Backups to storage you own become mandatory on" and gives a date

Your instance was in use before backups to your own storage became a requirement, so it has 30 days of notice instead of a lock. Everything works until the date shown. Finish steps 1 to 9 of Set up backups before then; after it, Zonitix is locked until storage is connected and a first backup is verified.

An amber banner that starts "Your first backup is verified. Escrow both recovery keys by" and gives a date

Zonitix is open, and the second stage has a deadline: 14 days from the first verified backup. Both recovery keys have to be shared out to three people you trust, which needs two administrators. Click “Escrow the keys” and follow steps 10 to 12 of Set up backups, for both keys; the people you choose follow Be a trustee for a backup key.

A red banner: "Zonitix is locked until both recovery keys are escrowed. Without them your backups cannot be restored on a new server."

The date for the keys passed, so Zonitix locked again. It opens as soon as both keys are shared out: steps 10 to 12 of Set up backups. Users, Groups and Roles stay open so that you can add the second administrator and the three people first; see Add your admins.

One of those banners ends "You do not have the rights to complete this step — ask an administrator."

You can see the system pages but cannot do the step that is waiting. Pass the message to an administrator. Your button reads “Open Backups” and only opens the page.

A window titled "Your backups are not reaching your storage", or a red banner that starts "Backups are failing."

A warning, not a lock: Zonitix keeps working, but a lost server would now mean lost data. The window is shown to administrators and to roles that can approve system updates. It has two buttons, “I understand” and “Open Backups & Recovery”, and cannot be closed any other way; the banner stays after you click either. The reason is printed in the window. See If something goes wrong in Set up backups. After a fix the banner goes within a few minutes: while the warning is up Zonitix checks again every 5 minutes, and straight after the destination is saved. The banner’s own text still says it can stay up to an hour; it does not.

Email

An invitation, sign-in link or offer email never arrives

Check the spam folder first. Then check that email is set up and passes its test: Set up email. Until a mail server is connected, Zonitix cannot send anything.

Someone gets emails from Zonitix they do not want, or you cannot tell why an email was sent

See Which emails Zonitix sends, and how to stop or change one.

Sending an invitation fails with a message that the invite email could not be sent

Your mail server refused the message, and the message on screen includes its reason. The person’s account was left as it was. Fix the mail settings, then send the invitation again. See Set up email.

Something is missing from the screen

A page or menu item other people have is not in your sidebar

Your role does not include the permission for it. Ask an administrator. See Roles, groups and permissions.

A whole module is missing for everyone, including administrators

The module is not part of your plan. Your plan and the modules it includes are listed under “System” → “License & Entitlements”. To change plan, talk to us; Your Zonitix account on this website shows where your plan and invoices are.

A screen headed "License Required" instead of the page you opened

The feature named on the screen is not part of your plan, and you reached it from an old bookmark or link. No data is lost. Click “GO BACK”. To add the feature, talk to us. See Read your license and plan screen.

A page shows "ACCESS RESTRICTED" instead of its content

Your plan has the page, but your role does not allow it; you probably opened it from a saved link. Nothing is wrong with your account. If you need the page for your job, ask an administrator to give you a role that includes it. See Roles, groups and permissions.

A message says your subscription has lapsed and premium features are paused

Plan modules are paused until the subscription is renewed. Your data and the core features stay available. Contact Zonitix about the renewal.

A button is greyed out

Hover over it. Most greyed-out buttons in Zonitix show the reason: a missing permission, another operation in progress, or a step that must be done first.

Onboarding, offboarding and devices

A run is not moving

It is waiting on a person or on a step that has not been started. Open “Workflow Tasks”, find the run and see whose step it is. See Work through workflow tasks.

A leaver was offboarded but still has accounts in other systems

Zonitix blocks its own sign-in straight away; accounts in connected systems are closed by the offboarding run, some of them as tasks for IT. See Offboard someone.

A computer is not showing under Devices

The Zonitix Agent is not installed on it, or has not checked in yet. See Enroll a device.

Your server

The address of your instance does not open at all, or the browser shows its own error page instead of the sign-in page

Try once from another device or another network, such as a phone on mobile data. If it opens there, the problem is on the first network or device, or your office address is blocked; see Block countries and IP addresses. If it opens nowhere, the server is not answering. We host and monitor your server, and nothing on this site lets you restart it. Email us with the address and the time it stopped answering; see Contact Zonitix support.

A notice across the top says "Maintenance in progress" or "A restore is in progress"

An update or a restore is running. Pages may fail to load for a few minutes, and the notice clears by itself when it is finished. Nothing is needed from you.

Pages are slow, or a red banner says the server is under heavy load

See Check system health to find what is using the server.

An email says a Zonitix release is waiting for you to apply, or that a maintenance window was missed

Automatic updates left something for a person, and nothing was changed. See What is never installed by itself in Apply updates.

An update failed

Read the message on the card. “Backup failed” means nothing was changed. “Rolled back” means you are back on the version you had. See Apply updates.

A backup is missing from your bucket, or shows "off-box MISSING"

See Set up backups. If the server still has its own copy, it can be sent again with “Re-upload”.

Data was lost or damaged and you need an earlier copy

See Restore from a backup. It needs two administrators, and it replaces everything entered since the backup was taken.

Still stuck? What to send support

• What you were doing, the exact words of the message, and the time it happened.
• The reference from the error, if one is shown. Most error replies from Zonitix carry a “correlationId”, a code that lets us find the matching line in the logs.
• The diagnostics bundle: under “Security Settings” → “Support”, click “GENERATE DIAGNOSTICS BUNDLE”. It is saved to your computer and sent nowhere; you choose whether to attach it. Passwords, keys and tokens are removed before it is saved.
• If we need to look inside your instance, you decide: see Give Zonitix support temporary access. Zonitix support has no sign-in to your app unless you grant one.

Where next

• Check system health
• Give Zonitix support temporary access
• Contact Zonitix support
• All guides