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ThinkShield Key Vault Portal Web
Application
Troubleshooting Guide
June 2023
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Contents
Contents ........................................................................................................................................... 2
Login ................................................................................................................................................. 3
Claim a Device ................................................................................................................................... 5
Manual Activation or Re-Activation ...................................................................................................9
Update Public Key…………………………………………………………………………………………………………………………..11
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Login
Problem 1: ‘This Organization ID is not registered in the system’ - There is no Organization
with the Organization ID provided or the Organization provided is non-ThinkShield
organization.
Solution 1: Make sure that the Organization ID provided is correct. Re-type your Organization ID
and click ‘Submit’.
Solution 2: Click ‘Forgot Organization ID’ to get your Organization ID details to the email address
associated with your profile.
Solution 3: In case an organization doesn’t exist go to https://portal.thinkshield.lenovo.com and
create a new organization.
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Problem 2: ‘Invalid username or password’ error.
Solution 1: Try to re-type Username and Password and click ‘Log In’.
Solution 2: Click ‘Forgot password’ to get password reset instructions.
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Claim a Device
Problem 1: ‘Activation code is not valid’ error.
Solution: Try to re-type Activation Code and Machine Type from the flyer and click ‘Submit.
Solution: In case your device had a Motherboard replaced, you may need to get actual Secure
Activation Code using ThinkShield mobile application.
Solution: In case your device had a Motherboard replaced, you may need to update device’s Public
Key using Maintenance user role on ThinkShield Key Vault Portal or using ThinkShield mobile
application. Then try again to claim your device.
Note: Activation code should be 16 digits containing numbers and letters of uppercase.
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Problem 2: ‘Manufacturing data was not found’ error.
Solution 1: Make sure to use a proper combination Machine Type and Serial Number, then update
and click ‘Claim’.
Solution 2: Raise a request to IT Support. Send an email to itsuppor[email protected]m
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Problem 3: ‘Manufacturing data resource not available’ error.
Solution 1: Try again later.
Solution 2: Raise a request to IT Support. Send an email to itsuppor[email protected]
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Problem 3: ‘User isn't allowed to make this request’ error.
Solution: Device is assigned to another Organization, make sure you are acting on behalf of the
appropriate Organization and go through claiming process again.
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Manual Activation or Re-Activation
Problem 1: ‘Activation code is not valid’ error.
Solution 1:
1) Try to re-type Activation Code and click ‘Claim’.
2) If point 1 does not resolve the issue, click ‘Re-sync’.
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3) Login into BMC web console and click “Reset Counter”
4) Repeat Manual Activation/Re-Activation process on the Portal.
Note: You can use ThinkShield mobile application to perform Re-sync on-click.
Solution 2: Public Key may not be updated after Motherboard replacement. Please do and try again.
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Update Public Key
Problem 1: ‘The maximum amount of attempts reached. Try again later’ error.
Solution 1: Try again 24 hours.
Solution 2: Try again with another user.
Solution 3: Raise a request to IT Support. Send an email to itsuppor[email protected]
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Problem 2: ‘Activation Code is not valid’ error.
Solution 1: Make sure Public Key value is valid. You can check in mobile application.
Solution 2: In case your device had a Motherboard replaced, make sure to use original Activation
Code from flyer and NOT from ThinkShield mobile application.
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