Best Practices and Troubleshooting
The following sections provide recommendations, best practices and troubleshooting support when working with the YubiEnterprise Console.
Best Practices
General Recommendations
- Have at least two Console Owners who can manage members (see User Management).
- Inform both your YubiEnterprise users and your end-users in advance of sending notifications of YubiKey delivery that they will receive email from Yubico’s YubiEnterprise Delivery. Without this advance notice, they are likely to regard these emails as phishing attempts.
- If YubiEnterprise Delivery appears to be behaving strangely, check the status of YubiEnterprise Services: http://status.yubico.com/. Subscribe to that page for updates related to YubiEnterprise Console planned maintenance and/or downtime.
- As a Subscription customer, to ensure that you do not let keys in any of your inventories expire unused, create a spreadsheet to plan the allocation of products across users and inventory types. See Example Subscriptions.
Limits and Constraints
Using the YubiEnterprise Delivery service you can ship keys to many countries around the world. Some destination countries have a maximum number of keys per shipment request, and for some countries you can include up to 500 keys per shipment request. For other countries you can only include one key per shipment request due to custom duty regulations.
When planning and creating shipment requests, it is therefore recommended to review the Yubico Delivery Policies in order to avoid shipment errors.
To ensure a successful delivery of YubiKeys, it is important that the correct recipient information is entered in the shipment request. Ensure to review the guidelines provided in Limits and Constraints.
Troubleshooting
This section addresses issues that can arise with shipping. YubiEnterprise Delivery notifies you of the situation of any given shipment via the codes in the Status column of the Shipments tab. The table below, Shipment Status Codes, lists the error codes and their explanations.
YubiEnterprise Delivery uses address validation services to reduce the incidence of issues, but it is important to be aware that just because an address exists in Google Maps, it does not mean that the address is deliverable. ‘Deliverable address’ is a United States Postal Service (USPS) classification for designating addresses to which the USPS has historically been able to deliver. YubiEnterprise Delivery’s ability to deliver is based on address information being input in the format acceptable to the relevant address validation service. The USPS-acceptable formats are set out in detail in the USPS’s Postal Addressing Standards.
Note
When revising an address, the best option is to use the format Google Maps presents, because it usually does use the address format preferred by the validation service. In the example below, the address format that was input appears in the upper field, and Google Maps’ format is shown below the photo of the location.
Address Validation Outside the US and Canada
For parts of the world with less standardized address formats, the fact that YubiEnterprise Delivery can accept an address does not mean that it is deliverable. An address will often be classified as “partially deliverable”, which means that we rely on local couriers who are familiar with the complexities of their urban systems and their delivery routes to deliver to the intended recipient.
Typically packages sent to European addresses and some parts of Asia reach their destination. Packages sent to Southeast Asia and Eastern Europe typically arrive at the right street. In those parts of the world where there are no numbers in the postal addresses, the local courier’s capability is crucial to ensuring that the package actually arrives at its destination as opposed to ending up in its general area.
Shipment Status Codes
For shipment status codes and associated status messages, see Shipment Status Codes.
Shipment Error Messages
For shipment error messages, see Shipment Error Messages.
Insufficient Inventory
To maintain the window during which orders can be updated, edited, or recalled/deleted, orders are held and processed in batch. Therefore there might be less inventory available by the time an order is processed than what was shown in purchase order details when the request was created. For example, the person starting to create a shipment request assumes that the 50 keys the console shows they have in inventory will still be available by the time the shipment request is submitted. When this is not the case, any shipment requests processed after the inventory is exhausted will be flagged with this error message:
Error: Processing Error, contact support.
Reason is Not enough Inventory for Shipment
- ShipmentStateError
A second issue arises from the same source: when the user clicks on the shipment request ID with that error, part of the status message displayed is “Insufficient Inventory of Product X” where “X” is an integer. To find out what X means, see Product and Inventory Identifiers.
A third issue arises from the same source: it is not possible to make single shipment requests for products that are not available in inventory - which is expected if insufficient product has been purchased, but an insufficiency of inventory can also be caused by Yubico itself running out of stock. However, this issue has now been resolved by warning the user before a shipment request is made. See Shippable Inventory.