FAQs in OnBoard™ IoT Security

This article lists the issues that you may encounter when using OnBoard™ IoT Security (OBIS) and provides corresponding solutions.

Account & Sign-in

How to self-register for an OBIS account?

How to self-register for an OBIS account?

When your organization has enabled the self-registration feature, click Sign Up on the OBIS sign-in page. After completing the registration, you can sign in to OBIS by using the verification code method.

Why can't I self-register for an OBIS account?

Why can't I self-register for an OBIS account?

If you see the message "Your organization has not enabled self-registration. Please contact your admin", please contact the System Manager to confirm whether the self-registration feature has been enabled for your organization.

Why can't I sign in to OBIS through a verification code?

Why can't I sign in to OBIS through a verification code?

• If you see the message "The email address does not exist. Please check and try again", please contact the System Manager to confirm whether an OBIS account has been created for your email address.

• If you see the message "This account has been disabled. If you have any questions, please contact the administrator", please contact the System Manager to check your account status. Only accounts with the Active status can sign in to OBIS. For more information, refer to Manage accounts.

Why can't I sign in to OBIS through SSO?

Why can't I sign in to OBIS through SSO?

• If you see the message "Your organization has not enabled SSO", please contact the System Manager to check if SSO has been enabled for your organization.

• If you see the message "SSO service is currently unavailable. Please try again later", please contact the System Manager to check if there are any issues with the SSO service of your organization.

• If you see the message "Your organization does not allow automatic account creation via SSO. Please contact your admin", please contact the System Manager to check if the automatic account creation via SSO feature has been enabled for your organization.

User & Role

Can a user be assigned multiple roles, and can these assignments be updated?

Can a user be assigned multiple roles, and can these assignments be updated?

• The System Manager can assign multiple OBIS roles to a user and modify these assignments afterward. For more information, refer to Manage accounts.
• The Product Owner and Product Manager can assign multiple product roles to a user and modify these assignments afterward. For more information, refer to Manage members.

Can users and user groups from other tenants be added to a product team?

Can users and user groups from other tenants be added to a product team?

Users from other tenants can be added, but user groups can't be added across tenants. Only users with the Active status can be added.

For example, a Product Manager from Tenant A can add a user from Tenant B to their product team. For more information, refer to Manage members.

Why do I see the message "Cannot be invited. Please check the address and try again" when adding a user to a product team?

Why do I see the message "Cannot be invited. Please check the address and try again" when adding a user to a product team?

Please check whether the user already has an OBIS account. Only OBIS users can be invited to join a product team. Contact the System Manager to create an account for the user before attempting to add them.

Product

Why are some products in the product list not clickable?

Why are some products in the product list not clickable?

The product list includes both the products you are involved in and all products created within the tenant. Please check whether you are a member of the product team for the specific product. If not, contact the Product Owner or Product Manager of the product to invite you to the team and assign a role. Once added, you will receive an email containing a link, which you can use to access the product details.

Why is the product status shown as Draft?

Why is the product status shown as Draft?

After a product is created, its initial status is Draft. Once a version is created, the product status will change to Released. For more information, refer to the description of product status.

Which chips are currently supported by OBIS?

Which chips are currently supported by OBIS?

For the detailed list, refer to the currently supported chip settings. Additional chip vendors, series, and parts will be added in the future based on demand.

What does "Mandatory" mean when configuring Factory Data for a product?

What does "Mandatory" mean when configuring Factory Data for a product?

If the checkbox in the Mandatory column for a Factory Data item is selected, members are required to enter a value for that Factory Data when creating a version.

How can I check the QR code after a device is programmed?

How can I check the QR code after a device is programmed?

After the device has been programmed, you can select the corresponding device on the Device tab for the product and then check the QR code on the device page.

Why is the programmed device information for some batches not displayed on the Device tab?

Why is the programmed device information for some batches not displayed on the Device tab?

The Device tab only displays devices programmed by factories within the current tenant. Batches programmed in other tenants are not displayed.

Version

Why is the Version tab grayed out?

Why is the Version tab grayed out?

If the Version tab appears grayed out, it is currently unavailable. Please check whether all required resources and configuration items for your product have been configured. Once everything is properly configured, the Version tab will be enabled automatically.

Why am I unable to edit or delete a version?

Why am I unable to edit or delete a version?

Before editing or deleting a version, please ensure that:

• The version isn't in the Pending for approval status (versions in Pending for approval can't be edited or deleted).

• This version isn't associated with any batches (once a version has been used to create batches, it can't be edited or deleted).

Batch

Why is the Batch tab grayed out?

Why is the Batch tab grayed out?

If the Batch tab appears grayed out, it is currently unavailable. Please check whether a version has been created. After a version is created, the Batch tab will be enabled automatically.

Why are some versions grayed out and can't be selected when creating a batch?

Why are some versions grayed out and can't be selected when creating a batch?

When creating a batch, only versions with the Approved status can be selected. If version approval is enabled for the product, versions created in the PROD environment will require approval (approve or reject) by the Product Owner or Product Manager.

• Once the version is approved, the version status changes to Approved and it can be used to create a batch.

• Once the version is rejected, the version status changes to Rejected, and the version needs to be updated and resubmitted for approval.

Factory

Why are some factories in the factory list not clickable?

Why are some factories in the factory list not clickable?

The factory list includes both the factories you are involved in and all factories created within the tenant. Please check whether you are the Factory Manager for the specific factory. If not, contact the Factory Manager of the factory to invite you to the factory. Once added, you will receive an email containing the credentials to log in to the Factory Service.

Why is the factory status shown as Pending and can't be selected when creating a batch?

Why is the factory status shown as Pending and can't be selected when creating a batch?

When creating a batch, only factories with the Normal status can be selected. After a local factory is created, its initial status is Pending. The status will change from Pending to Normal after adding HSM U-Safe to the local factory. For more information, refer to the description of factory status.

Why am I unable to unbind the U-Safe?

Why am I unable to unbind the U-Safe?

A U-Safe can't be unbound if it is locked. For more information, refer to unbinding, locking, or unlocking HSM U-Safe and Identity U-Safe.

Certificate

Why am I unable to delete a certificate?

Why am I unable to delete a certificate?

• If you see the message "Certificate cannot be deleted. It has the following sub certificates" along with a list of the sub-certificates, you must first delete all sub-certificates under the certificate.

• If you see the message "Certificate cannot be deleted, the certificate is currently used by the following list," along with a list of the referencing resources, you must first remove all references to the certificate.

OnBoard Edge Service & Programming Station

How can I check the service address used by the local factory for logging in to OnBoard Edge Service and the Programming Station client?

How can I check the service address used by the local factory for logging in to OnBoard Edge Service and the Programming Station client?

After contacting Snowball for assistance in deploying OnBoard Edge Service, you can find the Service Address in the Service Info area on the Batch tab of the Factory Details page. For more information, refer to Check the batch.

Why am I unable to sign in to OnBoard Edge Service?

Why am I unable to sign in to OnBoard Edge Service?

Please check whether the prerequisites for logging in to OnBoard Edge Service have been met.

How can I check the password for logging in to the Programming Station client?

How can I check the password for logging in to the Programming Station client?

The initial sign-in password is randomly generated by the system after a programming station is added to the factory. You can check the sign-in password in OBIS (local factory & cloud factory) or OnBoard Edge Service (local factory). Currently, the randomly generated password can't be changed.