Error messages

You might see some error messages during the Trellix ePO - SaaS Cloud Bridge linking process.

Not all error messages appear in the product interface. But, you can see the related messages in orion.log.

This table lists error messages and their description for troubleshooting.

Error messages	Description	Suggested solutions
Error occurred while getting Client ID and Secret from IAM service. See orion.log for details.	The Trellix ePO - SaaS service might have failed to process the provided account data.	Check the orion.log file for information about the error message or contact Trellix Support. .
User account is associated with more than one tenancy.	The email address is associated with more than one Trellix ePO - SaaS tenant. Trellix ePO - SaaS Cloud Bridge cannot be used for such account.	You need to use an email that is associated with only one Trellix ePO - SaaS tenant.
Unable to get access/registration token from IAM service for the provided account credentials.	Issue connecting to the Trellix back-end service. If the Trellix account that is associated with the email address entered is not found. This error also occurs if you type an incorrect email address or a valid email address with an incorrect password. Multi factor authentication is enabled for the Trellix ePO - SaaS user account. Proxy address is not added in the Trellix ePO - On-prem server. If URL's related to Trellix ePO - SaaS Cloud Bridge are blocked in the customer's firewall	Contact Trellix Support . Contact Trellix Support . Confirm the email address and password entered is correct or not. Disable Multi factor authentication in MVISION ePO for the given tenant. See KB93420. Add proxy settings in Trellix ePO - On-prem server settings. See KB94929. Allow Trellix ePO - SaaS Cloud Bridge related URL's in customer network firewall. See KB94930.
Tenant is already linked.	This occurs if you tried to relink with the same email address that is already linked. You do not need to link the same account again once it is linked.	No action is required. The existing link remains functional. You can always relink to different account, though, if that is what you want.
Existing linked tenant could not be unlinked. See orion.log for details.	When you relink the already linked Trellix ePO - On-prem using different email addresses, the existing email address is unlinked first. You see this error if that unlink process failed for some reason.	Check the orion.log file for information about a particular error message or contact Trellix Support.
An error occurred while linking the tenant. See orion.log for details.	See orion.log for further error details.	Check the orion.log file for information about a particular error message or contact Trellix Support.