logon with correct password return : AHD04043 : The user name or password you entered is not correct

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Article ID: 15796

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

Even we are sure on the password of contact, we may have an error on the authentication problem



Logon to ServiceDesk immediately after the startup may fails. We got the error AHD04043:The user name or password you entered is not correct. Please try again.

Environment

Service Desk Manager r 12.9 , r14.1.x, r17.1.x and 17.2.x 

Resolution

We would verify if the problem is with EEM not available

1/ Verify if you have EEM integrated
NX.env would contains
@NX_USE_EIAM_AUTHENTICATION=Yes


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2/ Verify these two services are running on EEM server

   CA iTechnology iGateway 4.7

   CA Directory - itechpoz


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3/ If EEM is up, check if EEM server is reachable.


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To make sure EEM available when ServiceDesk will be started, we could start the EEM setvice in automatic mode and ServiceDesk service "automatic delayed"

  

Additional Information

Service Desk Access Type Web Authentication Validation Type does not show CA EEM-Use CA Embedded Entitlements Manager

Attachments

1558717736070000015796_sktwi1f5rjvs16uoe.bmp get_app
1558717733871000015796_sktwi1f5rjvs16uod.jpeg get_app
1558717731687000015796_sktwi1f5rjvs16uoc.jpeg get_app
1558717729529000015796_sktwi1f5rjvs16uob.jpeg get_app