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Encryption key management
Enterprise key management

Enterprise Key Management Troubleshooting ​

Need some help with Enterprise Key Management (EKM)? This guide covers some common issues with EKM and how to troubleshoot them.

Key Validation Failure ​

Workato is unable to validate the provided key.

Note: If updating an existing key, data will remain encrypted until a new, valid key is provided.

Error messageCan't access the provided key
Applicable to
  • AWS KMS
  • Custom keys
OccursAfter clicking Update key in Workspace admin > Settings > Encryption keys.
Potential causes
  • Workato is experiencing downtime
  • If using AWS KMS:
    • Insufficient permissions
    • Incorrect key configuration, such as using an asymmetric key type
    • Incorrect key ARN provided in Workato
    • AWS is experiencing downtime
  • If using a custom key:
    • Invalid key format
Troubleshooting stepsFirst, check if Workato is experiencing downtime.

If using AWS KMS: If using a custom key:

Data Encryption Failure ​

Workato was unable to successfully encrypt data using the provided key.

Error messageData couldn't be encrypted with the provided key
OccursAfter custom key material is uploaded in the Workspace admin > Settings > Encryption keys page.
Potential causes
  • Custom key material doesn't meet Workato's formatting requirements.
Troubleshooting stepsVerify that the key meets Workato's formatting requirements.

Unavailable Key ​

Workato is unable to access the provided key. This can occur when Workato's access to the key is revoked or the key is deleted.

Note: Data will remain encrypted when this occurs.

Error messageCan't access the provided key
OccursWhen Workato's access to the key is revoked or the key is deleted
Symptoms
  • Recipes failing to start or be tested
  • Recipes stopping after five consecutive trigger errors
  • Connection creation fails
  • Existing connections stop working
  • Job details page shows 'No data to show' message
Troubleshooting steps
  • If key access has been revoked, restore access if possible. Access to encrypted data and platform features (e.g., creating connections) will be restored.
  • If the key has been deleted, generate a new key and replace the existing key in Workato. You can also switch to using Workato KMS.

    Note: Data encrypted with the deleted key will become permanently inaccessible, including existing connections and jobs. Future data and platform features (e.g., creating connections, starting recipes) will become accessible.

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