Customer Requests

Enrollment Link Bug for new accounts
Product: Xcitium Business Enterprise Platform (with OpenEDR) Problem Description: We are unable to access the Device Management section for our computer endpoints through the ITSM module. When we navigate to ITSM > Device Management, instead of displaying our enrolled devices, the system redirects us to a login page for "Endpoint Manager." This behavior is unexpected. Based on our past experience with the platform, this section should be accessible directly after logging into our main Xcitium portal. Details: Steps to Reproduce: Log in to our Xcitium Business Enterprise account. Navigate to the ITSM module from the main menu. Click on Device Management. Expected Behavior: We expect to be taken directly to the device management dashboard, where we can view and manage our enrolled Windows, macOS, and Linux endpoints. Actual Behavior: We are redirected to a separate login screen for "Endpoint Manager." Our standard Xcitium administrator credentials are not accepted at this login prompt, effectively blocking us from managing our devices. Endpoint Manager is a sub-service of OpenEDR, but logins are normally not required. OpenEDR users should have automatic access, as it is built on top of Endpoint Manager. In my experience as a 1-year user managing dozens of devices, this issue has never occurred. Even if Endpoint Manager technically requires a login, this behavior is inconsistent with past platform behavior and should be considered a system bug. Automatic access is essential for smooth operations and to avoid repeated logins. As a paid enterprise customer, this disruption is causing operational inefficiencies, financial impact, and complaints from junior staff— some of whom have escalated the issue to our MD & CEO. I am a paid user of Xcitium Business for Enterprises, and this should not happen in the future, as I shall quit using the same service. Scope of Impact: This issue appears to be exclusively affecting the management of desktop and laptop operating systems (Windows, macOS, Linux). We are not experiencing this issue with the Android counterpart of the web interface. Sometimes, not even on Android! I confirm the same as per the URLS OF: https://platform-us.xcitium.com https://enterprise.platform.xcitium.com https://openedr.platform.xcitium.com As a paid enterprise customer, this interruption is causing operational inefficiencies/financial distress and complaints from junior staff, some of whom have escalated the issue to our MD & CEO. Question: Could you please investigate why this separate authentication for Endpoint Manager is being triggered? Is this a recent change in the platform's workflow, a possible misconfiguration in our account, or a system bug? We require access to manage our computer endpoints and would appreciate your prompt assistance. Thank you, Security Head for Apple, Helping the SysAdmin, As a Senior PenTester there.
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