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Troubleshooting

Common issues and solutions for CIQ Portal and Depot.

Service Status

Before troubleshooting, check https://status.ciq.com for ongoing service issues.

Access Token Issues

Token Not Working

Symptoms: Authentication failures when using your access token.

Solutions:

  1. Verify correct credentials:

    • Ensure you're using the correct username and token combination
    • Check for typos or extra spaces
    • Verify you copied the complete token

  2. Check organization:

    • Tokens are organization-specific
    • Verify you're using credentials from the correct organization
    • Switch organizations using the organization switcher if needed

  3. Check token status:

    • An admin may have regenerated the token (there is no automatic notification)
    • Contact your organization admin to verify the current token
    • Get a fresh token from https://portal.ciq.com/token
    • Check the Event Log for token regeneration events

  4. Verify formatting (different tools require different syntax): 

    # Depot Client
sudo depot login -u YOUR_USERNAME -t YOUR_TOKEN

# curl
curl -u YOUR_USERNAME:YOUR_TOKEN https://depot.ciq.com/path

# wget
wget --user=YOUR_USERNAME --password=YOUR_TOKEN https://depot.ciq.com/path

# rsync
RSYNC_PASSWORD='YOUR_TOKEN' rsync rsync://YOUR_USERNAME@rsync.depot.ciq.com/path

Depot Client Authentication Failures

Symptoms: depot login fails or depot list returns errors.

Solutions:

  • Verify credentials are correct
  • Ensure you're in the correct organization in the Portal
  • Check your organization's licenses are active (expired licenses revoke access)
  • Try logging in again with --force: 
    sudo depot login --force -u YOUR_USERNAME -t YOUR_TOKEN
  • Use debug mode for more details: 
    sudo depot --debug list

Organization Access Issues

Missing Products

Symptoms: Expected products don't appear in My Products.

Solutions:

  1. Verify organization: Check that you're in the correct organization using the organization switcher
  2. Check licenses: Ask an admin to verify licenses are active in Manage > Licenses
  3. Check license expiration: Licenses past their end date no longer grant access
  4. Check Catalog: Browse the Catalog to see if the product requires a different license type

Unable to Access Shared Organization

Symptoms: You can't see or switch to a shared organization.

Solutions:

  • You need an invitation from an organization admin to join
  • Check your email for a pending invitation (invitations expire after one week)
  • Ask your admin to send a new invitation from Manage > Invites

Unable to Manage Organization

Symptoms: Management options are not visible.

Solutions:

  • Organization management requires the Admin role
  • Ask a current admin to upgrade your role at Manage > Members

Account Issues

Login Problems

Symptoms: Can't log in to the Portal.

Solutions:

  • Forgot password: Use the password reset flow on the login page
  • SSO issues: Try an alternative login method (email/password, GitHub, or Google)
  • Account locked: Contact support@ciq.com

Two-Factor Authentication Issues

Symptoms: Can't complete 2FA during login.

Solutions:

  • Verify the time on your authenticator device is synchronized
  • Try generating a new code (they rotate every 30 seconds)
  • If you've lost access to your authenticator app, contact support@ciq.com for account recovery

Email Verification

Symptoms: Verification code doesn't work during registration.

Solutions:

  • Check your spam/junk folder for the verification email
  • Request a new verification code
  • The verification code is case-sensitive; enter it exactly as shown

Depot Client Issues

Products Not Showing

Symptoms: depot list shows no products or unexpected products.

Solutions:

  1. Check which products are enabled: 
    sudo depot list --enabled
  2. Try re-logging in: 
    sudo depot login --force -u YOUR_USERNAME -t YOUR_TOKEN

Repository Configuration Issues

Symptoms: After running depot enable, packages aren't available or DNF shows errors.

Solutions:

  1. Preview what would be generated: 
    sudo depot enable --print PRODUCT_ID
  2. Clear DNF cache and retry: 
    sudo dnf clean all
sudo dnf makecache
  3. Check the depot refresh timer: 
    journalctl -u depot-refresh

Depot Client Version

Check your installed version:

depot --version

Update the Depot Client:

sudo dnf update depot

Content Access Issues

Repository Access Denied

Symptoms: Can't access repository content via Depot Client, rsync, or direct download.

Solutions:

  1. Verify your credentials are current (check portal.ciq.com/token)
  2. Confirm your organization has an active license for the product
  3. Check that the license hasn't expired
  4. Ensure you're using credentials from the correct organization

Container Registry Login Fails

Symptoms: docker login or podman login to depot.ciq.com fails.

Solutions:

  • Verify credentials from the Portal
  • Ensure your container runtime can reach depot.ciq.com
  • Check firewall rules allow HTTPS (port 443) to depot.ciq.com
  • Check https://status.ciq.com for service issues

Slow Downloads or Timeouts

Solutions:

  • Check https://status.ciq.com for service issues
  • Check your network connectivity
  • Verify DNS resolution: nslookup depot.ciq.com
  • Test basic connectivity: curl -I https://depot.ciq.com
  • Check firewall rules for required ports (443 for HTTPS, 873 for rsync)

Getting More Help

See Also