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 not displayed in the product list?

Why are some products not displayed in the product list?

The product list only displays the products you are involved in. 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.

Why can't some product assets be selected when creating a version or batch?

Why can't some product assets be selected when creating a version or batch?

When creating a version or batch, you can only select product assets that are not deactivated. For more information, refer to Deactivate or activate a product asset.

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 Create button grayed out on the Version tab?

Why is the Create button grayed out on the Version tab?

If the Create button on the Version tab appears grayed out, it is currently unavailable. Please check whether all required assets for your product have been configured. Once everything is properly configured, the Create button will be enabled automatically.

Why am I unable to edit or delete a version?

Why am I unable to delete a version?

Before deleting a version, please ensure that:

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

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

Batch

Why is the Create button grayed out on the Batch tab?

Why is the Create button grayed out on the Batch tab?

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

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

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

When creating a batch, only versions with the Approved status can be selected. If manual approval is enabled for the product, versions created in the PROD environment will require manual 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 not displayed in the factory list?

Why are some factories not displayed in the factory list?

The factory list only displays the factories you are involved in. Please check whether you are the Factory Admin or Factory Manager for the specific factory. If not, contact the Factory Admin or 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 are some factories grayed out and can't be selected when creating a batch?

Why are some factories grayed out 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 Identity U-Safe?

Why am I unable to unbind the Identity U-Safe?

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

Why can't I edit the programming station?

Why can't I edit the programming station?

When the programming station status is Busy, the Edit option is grayed out and unavailable. After unbinding the programming station from the batch in OBIS or OnBoard Edge Service, the station status changes to Available, and the station can then be edited.

Certificate

Why can't I check the certificate verification services?

Why can't I check the certificate verification services?

The Verification Services tab is displayed only for system-generated intermediate certificates (PAI, Manufacturer, Model, and Sub Cert certificates).

SE Profile

Why can't I edit an SE Profile?

Why can't I edit an SE Profile?

You can configure the SE Profile only when it is in the Draft state. Once an SE Profile is published, it becomes permanently locked, and none of its fields can be modified. For more information, refer to Configure and publish an SE Profile.

Why can't I publish an SE Profile?

Why can't I publish an SE Profile?

Before publishing an SE Profile, please ensure that:

• The SE Profile is in the Draft state, and you have the necessary permissions to publish it.
• The ISDs for both the initial profile and the Post-Provision Profile have been configured.
• All keys and GPCA objects referenced by any node are in the Active state.
• The SCP (SCP03 or SCP11c) for all security domains has been configured.

For more information, refer to Publish the SE Profile.

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, the corresponding service address can be found in the factory information.

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.