Contact Support

For up-to-date status information on Blue Diamond Services, visit our Status Page at https://status.im-ies.ibm.com/.

For IBM product support contact information, visit https://www.ibm.com/planetwide/.

For Blue Diamond registration and file transfer support or general questions, please email us at sdsmsci@us.ibm.com. If this is an urgent Blue Diamond registration or file transfer issue (SEV-1/CritSit) please include "Blue Diamond Help - Urgent" in the subject line. (Note: this will page out the US based duty manager 24x7).

IBMers can also opt to open a ticket via oneticket.devit.ibm.com (choose Cloud > Blue Diamond), but if the issue is a SEV-1/CritSit, you should instead just email us as detailed above for faster service.

Blue Diamond Help

Table Of Contents

    Help / Overview

    What is the Registration Portal used for?

    The main purpose is managing Blue Diamond User IDs. A User ID is used by IBM employees to log into Blue Diamond systems and services, such as PMR analysis servers, and also our Secure FTP / Upload site where Customers can upload diagnostic PMR data.

    The functionality of the tool differs a bit depending on which type of user is using it.

    If you're an IBM Customer or IT Vendor, the portal can be used to register your company-provided email address with Blue Diamond, and once that's done, you can create a User ID. You can also view your existing User ID(s), unlock a User ID, change your password, and update the first / last name associated with your User ID.

    If you're an IBM Employee or a Business Partner / Vendor, the portal can be used to view your User ID(s), unlock a User ID, change your password, and update the first / last name associated with your User ID.

    How do I register?

    Registration is just a few short steps. The goal of registering is to ultimately create a Blue Diamond User ID.

    1. Start by submitting the Registration Form
    2. Check your email, and follow the Account Verification link we send you
    3. Your account will be verified, and you should get signed into your account and arrive on the "My User IDs" page
    4. Create a User ID
    5. You're done
    How do I reset or change the password for my Blue Diamond User ID?

    You must sign in to your Registration Portal account to gain access to User ID management features. Try to Sign In using your Blue Diamond User ID and password, then once you reach the "My User IDs" page, select "Change Password" from the Actions menu. Note that in some scenarios (such as an expired or forgotten password), you won't be able to sign in using your User ID and password. In this case you should use the Account Recovery (forgot User ID / Password) process to sign in and reach the "My User IDs" page, and then update your password.

    *Note, if you use zOS, zVM, or IBM i systems, read How do I reset or change the password for zOS, zVM, and IBM i systems?.

    How do I reset or change the password for zOS, zVM, and IBM i systems?

    Password management for zOS systems cannot be performed using the Registration Portal. Instead, click the Self-Service Login icon on the Blue Diamond Citrix Desktop to reach the Password Reset Tool for STLMVSA or ZIZM001 passwords.

    Password management for zVM, and IBM i systems require manual intervention by the system administration team. Refer to the password management page for instructions or send an email to sdsmsci@us.ibm.com.

    How do I unlock my Blue Diamond User ID?

    You must sign in to your Registration Portal account to gain access to User ID management features. Since you can't sign in using your Blue Diamond User ID if it's locked, you must instead use the Account Recovery (Forgot User ID / Password) process to sign in. Then, upon reaching the "My User IDs" page, select "Unlock User ID" from the Actions menu.

    Gotcha for Business Partners / Vendors (BPV)

    A recurring source of confusion afflicts certain Business Partners / Vendors (BPVs). Usually, a person is either an IBMer (with a record in Bluepages and an ibm.com email address) or a BPV, but some users are both. This usually temporarily occurs during business transition phases, but some users can stay like this for long periods of time. IBM has many different unique business arrangements with other companies, so it's difficult to describe all situations.

    Many Blue Diamond tools, including this app, identify the user based on their email address. But, for those users that are both IBMers and BPVs at the same time usually have 2 different email addresses - an ibm.com email and then a company-specific email, such as you@acme.com. The key point to be aware of is that each email address will identify you as different person / account. Additionally, this Registration Portal's functionality differs depending on if you're identified as an IBMer or BPV (see What is the Registration Portal used for?) for details of the differences.

    So, we ask that you pay attention to this identity-centric detail. For example, you may have a Blue Diamond User ID which is "owned" by your ibm.com email address, but if you try to do a "Forgot User ID / Password" operation using your BPV email address, you won't find the User ID. You may even have separate User IDs, each owned by different email addresses.

    Is there a delay between the time I change my password and when it goes into effect?

    Although unusual, it can take up to 15 minutes for a password change to fully propagate throughout the environment.

    Table Of Contents

      Help / Overview

      I'm having trouble receiving a 2FA passcode, possibly due to changing my phone number, and so I cannot sign in. How can I update my 2FA device and profile?

      If you aren't able to receive a 2FA passcode sent to your phone or other 2FA-registered device (such as a tablet, hardware token, Touch ID, etc...), which is necessary to sign into the Blue Diamond Citrix Desktop, then you can request a 2FA bypass code. The bypass code is a single-use 2FA passcode that is sent to your email instead of your usual 2FA-registered device, allowing you to sign in to the Blue Diamond Citrix Desktop, where you can then manage your Duo (2FA) account, and make necessary changes to allow you to update your 2FA-registered device (for example, update your phone number).

      1. Sign in to the Blue Diamond Registration Portal
      2. Once you reach the "My User IDs" page, select "2FA Bypass Code" from the "Actions" Menu
      3. Press the button to request a bypass code
      4. Find the bypass code in your email
      5. Navigate to the Blue Diamond Citrix Desktop
      6. Sign in using your Blue Diamond User ID
      7. You should then be presented with an interface requesting you to enter a 2FA passcode. Do not click the "Enter A Passcode" button yet.
      8. On the left, click the link with the text "My Settings & Devices".
      9. Now you may click the "Enter A Passcode" button.
      10. An input box should appear. Enter the bypass code into the Passcode box.
      11. You should now have the ability to edit and/or add a new 2FA Device, allowing you to, for example, add/update your phone number or otherwise make whatever changes are needed so you can receive 2FA passcodes directly on your device in the future without having to resort to this bypass code process.

      *note - If you previously enabled a "Remember Me" checkbox for Duo when signing in, it will cause you to skip the Duo prompt for 5 days. So, submitting the form with your Blue Diamond User ID and password will skip you past Duo, and send you right to the Citrix Desktop, so you will not have an opportunity to manage your Duo profile in step 7. To force the Duo prompt to appear again, either sign into the Blue Diamond Citrix Desktop via an incognito browser tab, or clear your browser cookies for the following domain: api-11768623.duosecurity.com.

      If you still need help, contact support via the instructions at the top of this page.

      How do I enroll and activate a device to use with Duo 2FA?

      You can enroll a device by going to the Blue Diamond Citrix Desktop and following the on-screen instructions to complete activation via the Duo Prompt after your initial login.

      I received an email from "Duo Security" no-reply@duosecurity.com is it legitimate?

      Yes, it likely is. If the email contains an "enrollment link" which is specifically pointing you to the exact domain: https://api-11768623.duosecurity.com/ then you can feel confident following that link.

      Alternatively, instead of clicking the enrollment link in the email, if you just sign into the Blue Diamond Citrix Desktop you will be prompted to enroll with Duo.

      I received an email from "Duo Security" no-reply@duosecurity.com is it legitimate?

      Yes, it likely is.

      The purpose of the email is to notify you that you're required to setup your 2FA profile with Duo Security, which you'll be prompted to do the next time you sign into the Blue Diamond Citrix Desktop.

      Setup your 2FA account now:

      1. Sign into the Blue Diamond Citrix Desktop using your Blue Diamond User ID
      2. Upon successful sign in, you will be prompted by "Duo Security" to setup your 2FA profile.

      More info on Duo Enrollment.

      As always, please carefully scrutinize emails with links to non-IBM websites sites, especially links in emails from non-IBM sources.

      Need help? See the "Contact Support" section at the top of this page.

      What are my authentication device options to use with this service?
      1. Mobile Phone(Recommended): Phonecall, SMS, Duo Mobile App
      2. Tablet: Duo Mobile App
      3. Landline: VoIP (Jabber(Office#)), Office/Home Phone
      4. Security Key: Hardware tokens and keys supporting HOTP, TOTP, OTP, or U2F protocols.
      5. TouchID: Supported on Mac with Chrome browser
      How do I reactivate the Duo Mobile App on my device?

      Click the Reactivate Duo Mobile button if you need to get Duo Push working on your phone, for example, if you replaced your phone with a new model but kept the same phone number. After answering some questions about your device, you'll receive a new QR code to scan with your phone, which will complete the Duo Mobile activation process.

      What to do if I have a new phone and my number has changed?

      You can use the Duo Prompt when signing into the Blue Diamond Citrix Desktop to manage your devices.

      What to do if my authentication device gets lost or damaged?

      If you have enrolled in a secondary device, use it for authentication. If you did not, see this FAQ Entry to gain access to Duo Profile management. Make sure to remove your old device from your profile, after adding your new device.

      What to do if I do not want to use my personal device or do not have one?

      You can register a landline or a VoIP number using Jabber.

      How long do I have to respond to a push notification?

      You have 60 seconds to respond to a push notification.

      How do I enroll and activate my cell phone for only landline and SMS?

      Enroll a smartphone and choose Other. When this completes you should have only landline and SMS text available for 2FA notifications on that cell number.

      Can Duo lock my ID?

      Yes, after a number of failed 2FA attempts Duo will temporarily lock your account for a short period of time.

      Why does Duo not offer an email-delivered two-factor authentication method?

      Two of the primary reasons why Duo does not offer emailed OTPs (one-time passwords):

      • Email is not a secure OTP delivery since it is not tied to a specific device and has weak security controls protecting that OTP access.
      • Email is not a reliable delivery source for OTP. Users often experience five- to 10-minute delays on email OTP delivery for logins. This leads to a poor user experience.
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