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User cannot access self service screen?  XML
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[Post New]08/09/2010 10:28:53
    Subject: User cannot access self service screen?
[Up]
M1llh0use
SysAider

SysAider from release 7 United Kingdom
Joined: 02/07/2010
Messages: 3
Offline
Hi,


We've got a user that cannot access the self service portal. He keeps getting a message saying:

"Incorrect login information.
Letters must be typed in the correct case.
Please make sure the Caps Lock key is disabled"

Firstly i checked that the users was not disabled (not) but noticed that there were 2 instanced of the user. I've then deleted both the users from end users and reimported from LDAP (AD) and 2 instances of the user are being pulled through from LDAP even though there is only one instance of the user in AD.

Any ideas???
[Post New]13/09/2010 06:39:39
    Subject: Re:User cannot access self service screen?
[Up]
M1llh0use
SysAider

SysAider from release 7 United Kingdom
Joined: 02/07/2010
Messages: 3
Offline
anybody?
[Post New]14/09/2010 22:06:30
    Subject: Re:User cannot access self service screen?
[Up]
nicks81
Super SysAider


SysAider from release 7 Australia
Joined: 13/07/2010
Messages: 63
Offline
We had some problems with Windows 7 clients failing to pass through authenticate when Single Sign On was enabled.

Single Sign On is discussed here:
http://www.ilient.com/Sysforums/posts/list/15/583.page#22311

You may have to set a group policy to allow NTLM responses to be sent, if you believe this is causing the issue.
[Post New]16/09/2010 10:18:41
    Subject: User cannot access self service screen?
[Up]
itayH
SysAid Customer Relations


Joined: 23/09/2009
Messages: 1092
Offline
Hi M1llh0use,

Sorry for the late response.

Please restart the SysAid Server service, delete both users, refresh from LDAP and then send us the following to helpdesk@sysaid.com:
Screenshot so we can see the problematic users.
...\SysAidServer\root\WEB-INF\logs folder (zipped)
...\SysAidServer\root\WEB-INF\conf\serverConf.xml
...\SysAidServer\tomcat\logs
...\SysAidServer\logs\wrapper.log


Looking forward to hearing from you.
Best Regards,
Itay
[Post New]17/09/2010 11:47:52
    Subject: Re:User cannot access self service screen?
[Up]
M1llh0use
SysAider

SysAider from release 7 United Kingdom
Joined: 02/07/2010
Messages: 3
Offline
mail with requested data sent...
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