Lost Secure Connection Message When Trying to Add PreVeil Account to Another Device

Applies To:

Full PreVeil

Troubleshooting Guide for PreVeil Key Transfer

If you’re having trouble with the key transfer process in PreVeil, here are some steps you can take to troubleshoot the issue:

1. Check Your Network Connection

Ensure that both devices (the one with the existing PreVeil account and the new device) are connected to a secure and stable internet connection. If you’re on a public Wi-Fi network, consider switching to a private network.

2. Verify Device Security

Make sure both devices are secure. They should have the latest security updates installed and a strong access password set.

3. Re-enter the Verification Code

If the verification code isn’t working, double-check that you’ve entered it correctly on the new device. Remember, the code is case-sensitive.

3. Have the administrator check the Device Management setting in the Admin Console

The administrator may have disabled the ability to add devices for the organization. The admin may make an exception for an individual or lift the policy.

4. Restart the Key Transfer Process

If you’re still having trouble, try restarting the key transfer process. Log out of PreVeil on the new device, then log back in and select “add existing user” to start the process over.

5. Check Network Connections

Run a Key Menu diagnostic on both the established and the destination devices and resolve any issues. Refer to the PreVeil System Implementation guide for firewall exceptions and connection. If on a VPN or proxy connection try disabling it temporarily and restart the key transfer process.

6. Reinstall PreVeil

As a last resort, you can try uninstalling and reinstalling PreVeil on the new device. This can help if the issue is due to a problem with the app installation.

7. Contact PreVeil

Export your Key Menu logs and file a ticket to PreVeil Support. Include detailed information on your computer and network so we may best assist.