Frequently asked questions

Installation problems

Cannot install or activate Windows features

If this error occurs, check the following:

1. Check that the current Windows version is compatible with Salto IDM.
   • Some Windows editions (for example, Home) do not include the advanced features required for IIS.
   • Upgrade to a compatible edition if necessary.
2. Run the installer with a user who has permission to enable Windows features.
   • Even administrators can be restricted by corporate policies.
   • If the current user lacks elevated rights, right-click the installer while holding Shift and select Run as different user.
   • Provide credentials for a user with the required permissions. The feature installation should succeed with these credentials.

The website could not start because the port was already assigned

This message means another IIS website already uses the same port. The Salto IDM installation was successful, but the site is stopped. Update the binding and start the website again:

1. Open IIS, right-click the Salto IDM website, and choose Edit Bindings….
2. Change the binding to use an unused port.
3. It's better to update the other site that is using the conflicting port, rather than modifying the Salto IDM binding.
4. Select the Salto IDM site and choose Manage Website > Start. You should now be able to browse to Salto IDM.

Database problems

Could not create the database "Salto IDM" at "localhost"

This error appears when the installer cannot reach SQL Server, or the user lacks the rights to create databases. Check the following:

1. Verify the host and port values.
   • If you use an SQL instance name (for example, localhost\SQLEXPRESS), include it.
   • SQL Server uses a default port; only specify one when a custom port is configured.
   • Use SQL Server Management Studio to confirm the host and port.
2. Confirm that the provided user has the dbcreator role on SQL Server.
   • Validate that the user can sign in through Windows or SQL Server authentication.
   • Create a test database in SQL Server Management Studio to ensure the user has permission to create databases.

Login failed for user 'IIS APPPOOL\Salto IDMPool'

This error means the IIS application pool cannot access the Salto IDM database. The message appears as Cannot open database "Salto IDM" requested by the login. The login failed.

1. Open SQL Server Management Studio and connect to the server.
2. Expand Security > Logins.
3. Confirm that the login IIS APPPOOL\Salto IDMPool exists (replace the pool name if yours differs).
   • If the login is missing, create it:
     • Right-click Logins and select New Login….
     • Click Search… next to Login name.
     • Enter IIS APPPOOL\Salto IDMPool (without quotes) and choose Check Names.
     • If the application pool is not found, ensure it exists in IIS and try again.
     • Assign the server roles and user mapping described below.
4. In the Server Roles section, ensure the login has the public server role.
5. In the User Mapping section, map the login to the Salto IDM database and grant it the db_owner database role.
6. Browse to Salto IDM. The application should connect successfully.

SQL user credentials changed

If the SQL user's password changed or a new user was created, Salto IDM will continue to use the stored credentials and will be unable to reach the database. Reset the SQL parameters:

1. Reinstall Salto IDM by following the "Updating an existing installation" steps.
2. When prompted to keep the previous SQL configuration, select No.
3. The installer returns to the SQL Settings page. Enter the correct host and port along with the existing database name.
4. Update the credentials to match the new user information and click Install.
5. The installer updates the application and SQL configuration. Once the process finishes, Salto IDM should regain access to the database.

Licensing problems

I have not received the license key

If you submitted the License Generation Code but have not yet received the key, review these steps:

1. Inform Support of the planned installation date so they can assist without delays.
2. Confirm you are contacting the correct Salto Systems point of contact or distribution list.
3. Resend your request if necessary and include all installation, customer, and license-tier details.

The license key activation does not work

If the license activation fails after you receive the key, check for the following issues:

1. You might have changed the license tier while activating the key.
   • Ensure the request used the correct tier.
   • On the activation page, choose the tier that matches your request.
   • If you are unsure, generate a new request with the proper tier and resend the License Generation Code while describing the issue.

Salto IDM shows the licensing page after it was already licensed

If the licensing page reappears, verify the scenarios below to restore activation:

1. The license is tied to the PC or server where Salto IDM was installed.
   • If you reinstalled Salto IDM on another machine, the current key will not work.
   • Submit a new request with the correct tier, resend the License Generation Code, and activate the new key.
2. Salto IDM was reinstalled or updated but now points to the wrong SQL database.
   • You may have selected incorrect IIS parameters during the reinstall.
   • When updating SQL credentials, ensure you provide the existing database name.
   • A new database or website might have been created. Reinstall and double-check that every parameter matches the existing IIS website and SQL database.
   • After the installer points to the correct database, the previous license should be valid and the application should open.

Setup problems

I cannot log in with the Salto IDM admin account

After installing and licensing Salto IDM, you must reset the Salto IDM Admin password and log in to complete the setup. If the login fails, try the following:

1. Clear the browser cache or use an incognito/private window. This solves most reset and login issues when you access multiple Salto IDM installations.
2. Make sure you use HTTPS in the browser URL.
   • Some browsers or corporate policies require secure connections when logging in to Salto IDM.
   • If both HTTP and HTTPS bindings exist, switching between them can prevent logins or password resets from working.
   • Update the bindings to enforce HTTPS and remove any unused HTTP binding.

I have lost the Salto IDM admin password

If you lost the Salto IDM Admin password created during setup, recover access as follows:

1. On the login page, select Forgot password? and enter the email configured for the Salto IDM Admin account.
2. Check your mailbox for the password reset email.
   • Ensure the application is configured to send email (see Salto IDM - Product Configuration).
   • This step works only if you changed the Salto IDM Admin email during setup.
   • If email is not configured or the admin email was not updated, the account cannot be recovered automatically.
     • Contact Support with a "Salto IDM Admin Account Recovery" request explaining the situation.
     • For on-premises installations, provide access to the server so Support can assist directly.
3. Choose a new password that meets the security requirements.
4. After the password is reset, log in again with the updated credentials.