Resolving Health Check Email Issues

Owned by Chris Veneto
Last updated: Oct 24, 2024
4 min read

A health check email will be sent to all organization administrators weekly on Saturdays at 7pm EST. This article will detail potential issues for users in your organization that need attention, and how to remediate them.

An example of a health check email would look like this:

Potential Issues

Recovery Group Issues

The following users have no recovery groups configured

  • These are users that do not have a Recovery Group assigned to their account at all.

The following users have recovery group requests that are about to expire

The following users have recovery group requests that have expired

The following users have an invalid recovery group configuration

  • Troubleshooting steps for these three issues will be similar and are detailed below.

  • When you assign a Recovery Group to a user’s account, that user’s device needs to present it’s PreVeil key to the group within four weeks for the assignation to successfully complete. If that does not occur the assignation attempt expires.

  • Users with an invalid recovery group configuration means a user who’s had a Recovery Group assigned to their account, but where the assignation hasn’t completed due to an inability to access that user’s PreVeil encryption key.

  • Some reasons why a key may not be presented to the group include:

    • The computer is not online.

      • Make sure the computer is connected to the internet.

    • PreVeil is not running on the computer.

      • Run key menu diagnostics to make sure everything for PreVeil is running correctly. If you need instructions for running the diagnostics, you can find them here: Key Menu on Windows, or here: Key Menu on Mac.

      • If the key menu diagnostics indicate services are not running, try rebooting the computer; this is the easiest way to restart PreVeil services if they’re not running on that device.

    • A connection to our servers failed.

    • If the key menu diagnostics indicate an issue that you are unable to resolve via the steps above, please open a ticket with the PreVeil Support team at preveil.com/support, and we’ll investigate further.

    • For users with access to PreVeil on a mobile device only, the mobile app needs to be opened after the recovery group has been assigned to the user’s account for that device to present the key to the group. (For users with PreVeil on their computer, PreVeil just needs to be running; you don’t need to open the PreVeil app for the key to be presented to the recovery group.)

      • Open the PreVeil app on the mobile device.

Note: If the four week window for the assignation of a Recovery Group expires and the group was not successfully assigned to the user’s account due to one of the reasons noted above, it may still show the group as assigned to that user in the PreVeil admin console even though the assignation did not successfully complete. If that’s the case, you can reassign the group to that user’s account and that will open up a new two week window to apply the group to that user’s account.

Data Export Issues

The following users have an invalid export group configuration

  • Much like for a Recovery Group, when you assign an Approval Group to the Data Export activity, that group will need access to users' PreVeil encryption keys to be able to export data for those users.

  • There is also a four week window from when the Approval Group is assigned to the Data Export functionality for the users in that organization to present their key shards to the group.

  • If a Data Export is done for a user who’s key was not made available to the Approval Group assigned to that activity, then there would be no data in the export folder.

  • For any user indicated in the health check email that has an invalid export group configuration, you can use the steps detailed here to re-request the key required shards: Re-requesting PreVeil Key Shards for Data Export.

Approval Group Issues

The following approvers have pending approval requests

  • If you are a member of an Approval Group and there is a pending request for that group that has yet to be addressed, then the health check email will alert you via this message.

  • Pending Approval Group requests could include:

    • Account Recovery - Instructions for initiating and approving an Account Recovery can be found in this support article: Recover Your Account on a Computer.

    • Data Export - Instructions for approving a Data Export request can be found in the Performing a Data Export section of this support article: Admin Console - Data Export.

Inviting Users Issues

The following users have invitations that are about to expire

  • When you invite a user to join your PreVeil organization, that person will have four weeks to accept the request before the invitation expires.

  • When first invited, the user will receive an invitation email with steps to claim their PreVeil account.

  • Follow up with the invitee to have them accept the request to join your PreVeil organization.

  • If the user does not complete the invitation process within four weeks, their entry will disappear from your admin console.

The following users have invitations that have expired

  • The four week invitation period for the user has expired and they did not complete the process of claiming their account.

  • Re-invite the user via the steps in the Adding Users section of this support article: Admin Console - Users. This will trigger a new invitation email to them and will open up a new four week window for them to claim their account.

 

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