Troubleshoot: JumpCloud Go

If you see this error, you’ve successfully completed a user portal login, but have done so from an account or device that does not meet the requirements of JumpCloud Go.

Possible Causes:

• You're authenticating from a non-JumpCloud managed local account on a managed device. For example, you are working from a local account that is not bound to your JumpCloud user account.
  • If you cannot see JumpCloud Menu Bar App on macOS, or the JumpCloud Windows App, this is an indication you are not working from a managed account.
    
• Incorrect system time on your device. Verify the system clock is accurate, and if necessary, set it to automatically update.
  • For macOS devices, see Set the date and time automatically on your Mac. 
  • For Windows devices, see How to set your time and time zone. 
• The JumpCloud Agent is not up to date. Ensure your device is powered on and connected to the internet to receive timely agent updates.
• After verifying and correcting the previous steps, restart your device to apply appropriate changes and try again.

This can indicate that:

• The device may not meet the prerequisites. Review and ensure the device meets requirements.
• The JumpCloud Go browser extension is not installed in Chrome. Verify the extension is installed.
• The JumpCloud Agent may be out of date. Ensure your device is powered on and connected to the internet to receive agent updates.
• There is an issue with the web browser. Try clearing cookies and cache and then restart the browser. See Google's Clear cache & cookies in Chrome.

JumpCloud Go has two login flows: initial registration and subsequent verifications. If you need to force verification, perform the following steps at the User Portal depending on your OS:

Forcing Verification on macOS

1. Launch macOS terminal and run the following command: 
   defaults delete com.jumpcloud.DurtService com.jumpcloud.durt.presenceChecked
2. In Google Chrome with an active JumpCloud User Portal session, clear the browser cookies:
   1. Click the “lock” icon to the left of the URL.
   2. Go to Cookies and site data.
   3. Select Manage cookies and site data.
   4. Click the “trash” icon to delete the cookies.
3. Close the browser tab. Then go back to the JumpCloud User Portal and click Log in with JumpCloud Go.
4. You'll be prompted to verify your identity with your device authenticator.

Forcing Verification on Windows

1. Launch Windows Services (services.msc).
2. Locate the JumpCloud Agent Service in the list, right-click on it, and click Restart.
3. In Google Chrome with an active JumpCloud User Portal session, clear the browser cookies:
   1. Click the “lock” icon to the left of the URL.
   2. Go to Cookies and site data.
   3. Select Manage cookies and site data.
   4. Click the “trash” icon to delete the cookies.
4. Close the browser tab. Then go back to the JumpCloud User Portal and click Log in with JumpCloud Go.
5. You'll be prompted to verify your identity with your device authenticator.

This error indicates an inability to connect to the JumpCloud Go service. There may be a system-wide JumpCloud service interruption, or the device itself may be unable to reach JumpCloud's services.

If the issue is device specific, try the following troubleshooting steps:

1. Restart the browser and try again.
2. Log out of the device account and log back in, then try again.
3. If the issue persists, restart the device and attempt authentication again.

When a user changes their password on a Linux device, the keyring doesn't automatically unlock when the user logs back in with the new password.

To update the keyring password, perform either of the following steps:

• Launch the browser and a pop-up window will appear, prompting the user to enter the old password to unlock the keyring.
• Or, open the Passwords and Keys app, and manually unlock the keyring by entering the old password.

Symptoms

The following error appears while logging in with JumpCloud Go on an Android device with a Work Profile:

The JumpCloud Go service is not available. Please try again, or login using your password.

Cause

This error can be caused by the following issues:

• The JumpCloud Protect app isn't properly pushed to the device from JumpCloud Software Management in the Admin Portal.
• Biometrics (fingerprint) aren't configured within the Work Profile. This is a requirement to use JumpCloud Go for Mobile. See Registering Your Mobile Device with JumpCloud Go to learn more.

Resolution

To resolve the issue, first check that the JumpCloud Protect App is pushed to the device using the appropriate settings. If the error persists, then check that biometrics/fingerprint are configured properly in the Work Profile.

Pushing Protect App using Software Management

Ensure you've pushed the JumpCloud Protect app to Android devices using the appropriate settings. See Configuring JumpCloud Protect Android App to learn more.

Configuring Biometrics in the Android Work Profile

1. On the Android Device, go to Settings > Work Profile.
   
2. Go to Fingerprints.
   
3. Follow the prompts on screen to configure your fingerprint.
4. Register your device again by going to the JumpCloud User Portal in the Work Profile browser. See Registering Your Mobile Device with JumpCloud Go.
   • You may need to clear the Work Profile browser cache and cookies.