FAQs

The Organization Key is the organization-wide encryption key for your stored passwords. It is configured during the initial setup of the Passportal instance by the 1st Organization Administrator user to be created.

We do not store or cache the Organization Key anywhere in our system

It is vital that at least one member of your organization has stored this and is able to give it to users that require it.

Resetting the Organization Key means all passwords will become irretrievable and will also need to be reset. Only the Passportal support team can action an Organization Key reset.

The Organization Key is designed to ensure that there is a separate and additional level of security that protects your organization from unauthorized access to any data at Passportal.

Related Topics:

• Request Organization Key
• Viewing and Copying the AD Sync Agent Install Key and Organization Key

If you have forgotten your security questions, an Organization Administrator will need to reset your user account, via the Edit User options.

Once reset, you will receive an email prompting you to re-select you security questions and set a new password.

There could be an issue with the AD agent check to make sure the server was restarted after installation:

• Check to make sure the admin account the service is running on is a member of local admin, administrators and users groups.
• Check to make sure the client is enabled for windows sync and that 2-way sync is enabled.
• Ensure that there is a single agent pointing to a single client folder.
• If there are multiple DC's or Severs, follow the appropriate KB guide:
  • Configuring AD Sync in a Single Domain Controller Environment
  • Configuring AD Sync in a Multi-Domain Controller Environment

When the AD Agent has been configured, it will start sending end user passwords to the system as passwords get changed on AD. Our agent does not have the ability to access the encrypted passwords on AD, decrypt them, and then send them to the system.

Check to see if Auto create users as passwords is enabled in the edit client screen for the client in question.

If it is and 2-way sync is also enabled then there could be an issue with the AD agent:

• Check to make sure the server was restarted after installation.
• Check to make sure the admin account the service is running on is a member of local admin, administrators, and users groups.
• Check to make sure the client is enabled for windows sync and double-check 2-way sync is enabled.
• Ensure that there is a single agent pointing to a single client folder.
• If there are multiple DC's or Severs, follow the appropriate KB guide:
  • Configuring AD Sync in a Single Domain Controller Environment
  • Configuring AD Sync in a Multi-Domain Controller Environment

The client must have a site administrator and that user must have completed the registration before a share is possible.

The user account must also log in at least once, in order to activate the Organization Key on the client.

Please see Create Site End Administrator User and Activate Site End Administrator User Account for steps for this process.

Most instances of this issue are caused by non-matching existing Passportal clients with what you had in the PSA integration wizard.

To fix this issue the easiest and quickest method is:

1. Move the passwords from the non-PSA sync client to the client that is showing the PSA sync.
2. Then disable the non-synced client.

If the user is not an organization admin, then they will need to be assigned directly to a client, or via security groups.

Alternatively, the user may request temporary access to the client, which will prompt all admins of the organization on the dashboard and by email of an access request.

To request temporary access:

1. Open the context menu of the credential
2. Select Access Request

They may also have access to the client but some folders in the client may be restricted with security groups being assigned to these folders that they are not a member of.

By default, a password has a strength of 1.

Each match of the following criteria adds an additional point to the password strength score:

• Longer than 6 characters.
• Longer than 12 characters.
• Contains both lower and uppercase characters.
• Contains at least one number.
• Contains at least one special character.

The Health Insurance Portability and Accountability Act (HIPAA) is legislation that provides data privacy and security provisions for safeguarding electronic Protected Health Information (ePHI), which is computer-based patient health information.

The data stored in N-able Passportal includes system configuration notes, URLs, and login credentials to various systems and applications. Some of these systems or applications may store or manage ePHI. However, login information and password data are not considered ePHI.

Additionally, N-able Passportal’s data encryption technology protects password records in transit by 2048-bit RSA keys, and at rest more than 300 different rounds of 256-bit symmetric encryption, and six different randomly generated keys. No member of N-able can access the decrypted data, one of the six randomly generated keys, specifically called the Organization Key, is created and stored on the MSP side. As a result, N-able does not have access to this Organization Key.

As there is no ePHI data stored within N-able Passportal and N-able does not access the login credentials stored within N-able Passportal, no BAA is necessary to maintain your (and your client’s) HIPAA compliance.

For full information, please see: N-able Privacy Notice

This is not possible.

Removing the permission Password: View from a users account permissions removes the users ability to access credentials in any way (except for the users My Vault credentials).

A 'hidden' password when used for a web portal will at some point in that interaction be in plain text in the browser code. Anyone with a base level coding knowledge, or a fairly technical understanding of things knows that there are easy ways to trap passwords. So if that person really wanted to know that password they could get it even though the password is 'hidden'.

You will be presented with an Authenticator QR code on your the next login attempt to Passportal.

If no QR Code is presented at your next login attempt to Passportal, please try the following:

1. Logout of Passportal
2. Clear the browser cache
3. Log into Passportal

If the QR Code is still not presented, MFA settings should be checked. As MFA can be set at the global level (Multi-Factor Authentication (MFA)), and can be set to enforced or not:

1. Confirm MFA is enabled in your Passportal Profile: Editing your Profile.
2. Logout of Passportal
3. Clear the browser cache
4. Log into Passportal

If the QR code still does not display, please raise a support case.