Embedded Files
Where This Error Appears?
This error appears on the login page of Zaperon desktop app when the email address entered is not recognized.
Why This Happens?
This Error usually occurs due to one of the following reasons:
The user account has not been created in the Zaperon Admin portal.
The email entered by user does not exactly match the user email added in Zaperon.
The user is currently not in Active status.
The user is part of a directory (AD/LDAP) that has not been synced yet with Zaperon.
✔ Key Steps For Resolving This Error
1. Double check the email address.
Confirm that the email entered in the Zaperon Client App is correct.
Check for:
Typing errors
Extra spaces
Upper/lowercase mismatches
Ensure the email matches exactly with what is configured in Zaperon.
2. Check if the user exists in Zaperon.
Log in to the Zaperon Admin Dashboard
Go to Manage Users.
Search for the user’s email address.
If the user is not found: Add the user manually.
3. Verify user status.
If the user exists in Zaperon Admin Dashboard, check the Status column.
Ensure the user is Active.
If the user is not in Active status, they will not be able to login to desktop app. If user status is incorrect, edit user and change the status.
4. Check AD directory sync (if applicable).
If users are managed via Active Directory or LDAP and a particular user is not present in Zaperon:
Go to Manage Directories.
Trigger a manual sync
After sync completion, confirm is user has been created in Zaperon and is in Active status.
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