InstaSafe | macOS ISA App Connection Error: This computer is not approved for use with InstaSafe Secure Access

MacOS ISA App Connection Error "This computer is not approved for use with InstaSafe Secure Access"

This Article highlights the steps to be taken in case users are unable to connect the ISA App on macOS and the error message received is "This computer is not approved for use with InstaSafe Secure Access"

Issue

The ISA App on MacOS doesn't connect as expected, and throws an error message as shown below:



The issue is typically seen when
- An Invalid Username is entered while attempting to login and connect the ISA App
- Or an invalid/expired set of credentials might be saved in the Keychain on the Mac system (and must be deleted before attempting to connect the ISA App)
- An attempt is made to connect the ISA App from an Unauthorized Device

Solution


For Admins

Step 1: Login to the ISA Management Console and check whether the User Profile exists in the Provisioned Users List, and is in an 'Active' state

If the User has been deleted for some reason, necessary steps must be taken to recreate the User ID or re-sync from the Corporate AD/LDAP Server.
Step 2: It could be possible that the User is attempting to connect the ISA App from a Device, different from what is presently allowed/authorized for the User in the ISA Management Console. This is enforced by the security check 'Device Binding'. In order to allow the User to connect the ISA App from this Device, please follow the instructions below:

If 'Device Binding' is toggled on at the User level:

Check whether the Device that the User is trying to connect from has already been captured in the ISA Management Console under the 'Devices' page
  1. If Yes, then simply edit the User profile in the 'Users' page in the ISA Management Console to allow the Device under the 'Device Binding' option so that it is treated as an Authorized Device
  2. If No, then temporarily Disable the 'Device Binding' toggle by editing the User Profile. Reconfigure the ISA App in order to capture the Device, and then re-enable 'Device Binding' to allow and treat this Device as Authorized
If 'Device Binding' is toggled on at the User Group level:

Check whether the Device that the User is trying to connect from is presently displayed as an Authorized Device under the User profile in the 'Users' page in the ISA Management Console
  1. If No, then temporarily Disable the 'Device Binding' toggle by updating the User Group. Reconfigure the ISA App in order to capture this Device, and then re-enable 'Device Binding' to allow and treat this Device as Authorized
  2. If Yes, then the User should be able to connect the ISA App from this Device as expected

For Users

Reconfirm the credentials being used to login. The Username in ISA is case sensitive and must be entered accordingly. This could be checked in the Welcome Email that you would have received at the time of creation of your User Profile. You could also reach out to your organization's IT Team to confirm your Username. If the issue persists, please follow the steps below:
Step 1: Open Launchpad and search for 'Keychain'



Step 2: Search for 'InstaSafe' and delete all records found




Step 3: Proceed to connect the ISA App in the usual manner.


In case you are unable to connect the ISA App on MacOS by following these steps, please contact your organization's IT Team

If you are an Admin of the organization's ISA Account and need assistance, contact InstaSafe Support