Admin password reset
If your Bootstrap Administrator's password is locked out when using the hardware appliance or AWS or Azure virtual deployment, you can reset it to the initial password.
NOTE: If a user has not logged onto Safeguard for Privileged Passwords for a set number of days, Safeguard for Privileged Passwords disables the user account. This is set using the Deactivate After setting in Appliance Management > Safeguard Access > Local Login Control.
To reset the Bootstrap Administrator's password
Connect to the recovery Kiosk, either physically via serial cable or via the IPMI network interface.
- From the Recovery Kiosk, select the Admin Password Reset option.
- Press the Enter key (or right arrow).
- At Name or Email, enter your identification and press the Tab key (or down arrow).
- Select Submit.
At View Challenge, press the Enter key.
Safeguard for Privileged Passwords produces a challenge.
Copy and paste the challenge into a text document and send it to One Identity Support.
When you get the response from One Identity Support, select Enter Response and copy and paste the response into the kiosk screen.
Select Reset Password. The response is only valid for 24 hours from when it was generated by One Identity.
- Once the operation has completed, the password for the admin account is defaulted back to Admin123
NOTE: Best practice: To keep your appliance secure, change the default password for the Bootstrap Administrator’s account.
See the following Knowledge Base Article for more information, including using the MGMT port to reset the admin password: KB 279291: How to reset the Admin password.
Factory reset from the Recovery Kiosk
There is a Factory Reset selection in the Recovery Kiosk. Factory Reset allows you to reset a Safeguard for Privileged Passwords hardware appliance to recover from major problems or to clear the data and configuration settings on the appliance.
Factory reset is not an option for virtual appliances. You will need to redeploy the appliance.
Caution: Care should be taken when performing a factory reset against a physical appliance, because this operation removes all data and audit history, returning it to its original state when it first came from the factory. Performing a factory reset will NOT reset the BMC/IPMI interface or the IP address. However, the BMC/IPMI interface will need to be reenabled after the reset has completed (for more information, see Lights Out Management (BMC)). The appliance must go through configuration again as if it had just come from the factory. For more information, see Setting up Safeguard for Privileged Passwords for the first time.
In addition, performing a factory reset may change the default SSL certificate and default SSH host key.
The appliance resets to the current Long Term Support (LTS) version. For example, if the appliance is running version 6.6 (feature release) or 6.0.6 LTS (maintenance Long Term Support release) and then factory reset, the appliance will reset down to 6.0 LTS and you will have to patch up to your desired version. For more information, see Long Term Support (LTS) and Feature Releases.
Factory reset on a clustered appliance
Performing a factory reset on a clustered hardware appliance will not automatically remove the appliance from a cluster. The recommended best practice is to unjoin an appliance from the cluster before performing a factory reset on the appliance. After the unjoin and factory reset, the appliance must be configured again. For more information, see Setting up Safeguard for Privileged Passwords for the first time.
To perform a factory reset from the Recovery Kiosk
CAUTION: As part of the factory reset process, you will be performing a challenge response operation.
If the challenge response operation is invalidated, try restarting the process to generate a new challenge response. If that fails, contact One Identity Support for assistance.
- To perform a hardware factory reset, go to the Recovery Kiosk. For more information, see Recovery Kiosk (Serial Kiosk).
Select Factory Reset.
Press the right arrow.
At Name or Email, enter your email or name and press the Tab key (or down arrow).
At View Challenge, press the Enter key. Safeguard for Privileged Passwords produces a challenge. (If the challenge is not shown, maximize Putty.)
Copy and paste the challenge into a text document and send it to One Identity Support. A challenge response is only good for 48 hours.
IMPORTANT: Do not reboot the machine during the challenge response process.
- When you get the response from One Identity Support, copy and paste the response into the kiosk screen and select Factory Reset. The response is only valid for 24 hours from when it was generated by One Identity.
Once the factory reset is completed the appliance will need to be reconfigured.
See the following Knowledge Base Article for details on using the MGMT network interface for factory reset: KB 232766: What are the steps to perform a factory reset from the recovery kiosk or MGMT network interface on physical devices?
Prior to using the Support Bundle function, set up a Windows share where the support bundle is to be sent.
To generate a support bundle
- From the Recovery Kiosk, select the Support Bundle option.
- Press the right arrow.
Select the type of support bundle to be generated:
- Support Bundle
- Quarantine Bundle
When prompted, enter the following information:
Select Copy to Share. When completed, a message appears stating that a support bundle has been sent to the specified share.
Replica not adding
If you receive a persistent message that says, An internal request has timed out... when you attempt to add an appliance to a cluster, ensure that the appliance is at the same version of Safeguard for Privileged Passwords as the primary. All members of a cluster must be the same.