Troubleshooting

I cannot log in to Cisco Secure MSP Hub. I’m receiving the error: “It appears that you do not have Cisco account yet. Please sign up to proceed.”: The error occurs because you have not signed up for a Cisco Identity account. To resolve this issue, please create a Cisco Id by completing the sign-up process. This will allow you to proceed with accessing the MSP Hub Portal.

I cannot log in to Cisco Secure MSP Hub. I’m receiving the error: “MSP Hub under maintenance. Please try again later.“: The error occurred because the MSP Hub is currently undergoing an update. Please wait a few minutes for the update to complete and try again later.

I cannot log in to Cisco Secure MSP Hub. I’m receiving the error: “You are not invited to MSP Hub”.: The error occurred because your record exists on the MSP Hub as a Product Administrator, even though you were not invited by your organization's Primary Admin. Please ask the Primary Admin of your organization to invite you.

I am unable to log in to the Cisco Secure MSP Hub and receive the following error: “Only Umbrella Full Admin, Provisioning Admin, and Limited Admin roles are allowed to log in.”: This error occurs because access to the MSP Hub console is restricted to three writable admin roles that have been migrated from the Umbrella Product Console to the MSP Hub

I cannot log in to Cisco Secure MSP Hub. I’m receiving the error “We are unable to log you in at this time. Please reach out to MSP Hub support msphub-support@cisco.com for next steps.”: The reason for that error is that you are not a Secure MSP Center partner. If you are an active partner or just signed up and you cannot log in, we might need to investigate your case, please write to msphub-support@cisco.com.

When I try to log in to Cisco Secure MSP Hub, I am redirected to id.cisco.com/signin/enroll.: Before using Cisco Secure MSP Hub, you must configure two-factor authentication. It is required before using any Cisco product. Go to id.cisco.com/signin/enroll and choose a multi-factor authentication (MFA) option. For more information about MFA and its configuration, see Multi-Factor Authentication.

I cannot log in to the Umbrella product console.: As a Cisco Secure MSP Center partner, you should be able to access the Umbrella console seamlessly when logged in to Cisco Secure MSP Hub. If you have an issue with that, please try to log out of Cisco Secure MSP Hub and log in again. Go to the Products section in Cisco Secure MSP Hub and select Umbrella DNS Securityto log in to the console. You should be logged in without providing your credentials one more time. If you still have an issue, please contact umbrella-support@cisco.com.

I cannot log in to the Secure Endpoint product console.: If you are a Cisco Secure MSP Center partner, you should be able to log in to the Secure Endpoint console seamlessly. If you have an issue with that, please try to log out of Cisco Secure MSP Hub and log in again. Go to the Products section in Cisco Secure MSP Hub and select Secure Endpoint to log in to the console. You should be logged in without providing your credentials one more time. If you still have an issue, please contact secureendpoint-support@cisco.com.

I cannot log in to the Email Thread Defense console.

To log in to your Email Threat Defense console, access the Cisco Secure MSP Hub. Navigate to the Products section and select Email Threat Defense to log in. You should be logged in automatically without needing to re-enter your credentials. Please ensure that at least one customer is created to access the console.

If you have Email Thread Defense customers and you are Primary Admin on MSP Center and continue to experience issues, please contact the Email Threat Defense support team https://www.cisco.com/c/en/us/td/docs/security/email-threat-defense/faq/secure-email-threat-defense-faq/support.html.

I cannot log in to commerce.cisco.com.: Please check that you are logged in to id.cisco.com and go to commerce.cisco.com/direct/msp/myaccount. If you still experience an issue, please contact the Billing team at msp@cisco.com.

I cannot log out of Cisco Secure MSP Hub.

Be aware that when you are logged out of Cisco Secure MSP Hub, you are logged out of id.cisco.com also.

To log out of Cisco Secure MSP Hub

Step 1. In the upper-right corner of the console, select your profile name.
Step 2. From the dropdown menu that opens, select Sign out.

You will be logged out and redirected to the login form again. If that was not successful, please contact our support team at msphub-support@cisco.com.

When I am trying to log in to Cisco Secure MSP Hub, and I get redirected to id.cisco.com where I receive an error message saying that my username or password are incorrect.: If you don't remember your username or password, please go to Login and Account Help and check out tips on how to change the password or account information.