Troubleshooting

This document provides troubleshooting recommendations for account management in your Thales Data Protection on Demand tenant.

Account verification

If you are expecting an account verification email from DPoD and you have not received it, please verify the following before contacting Thales support:

• Check your Junk/Spam folder.
• Check your Trash/Bin folder.
• Verify your account was registered with the correct email address.
• Check the Changelog for any related announcements.
• Check the DPoD Status Page and verify there are no outages or maintenance notices.

If account verification emails from DPoD are appearing in your Junk/Spam folder add the email address noreply@dpondemand.io to your approved senders list.

Account support requests

If you require support assistance, please submit a ticket to support at supportportal.thalesgroup.com.

Please include the following in your support request:

• A detailed description of the failed operation or request
• User email address
• An incident id (if it was displayed on an error page)
• Approximate time of the incident and time zone

For security purposes Thales DPoD may only support the following account credential requests:

• reset users MFA tokens

Before submitting a request to support for assistance with account credential requests, please review User Management and the DPoD login portal Help page for assistance with recovering DPoD tenant accounts.

Service Creation

Imperva for Google Cloud

Registration

To successfully create a service using Imperva for Google Cloud, you must use an email that is not yet associated with the Imperva Cloud Security Console.

Please see Imperva for Google Cloud for more detailed information.

Also, please see the Include listing platform communications section for the latest collection of safe emails.

The service provisioning will fail if the signup email is already registered in the Imperva Cloud Security Console. If this happens please take the following steps:

• If not authenticated already, authenticate to Data Protection on Demand (DPoD) and select your tenant from the list if more than one is available.
• Create a new Tenant Administrator using the "Accounts" tab with a different email. This person does not need to have the permission to purchase on the Google Cloud Marketplace, but he can.
  • Once the "Welcome" email has been received by the new user, this must go through the verification process and log in to confirm that the account is in working order.
• Contact Thales Support to promote the new Tenant Administrator to be the primary Tenant Administrator.
• Provide the Tenant ID, available at top right in the "User Details", and the email of the new Tenant Administrator.
• Once support has confirmed that the promotion is done, the Sales team will ask you to cancel the former Private Offer and will then create a new one for you to accept.
• Once accepted, your service will be automatically provisioned and you will receive a confirmation email with the information to access it.