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

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