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


Article ID: 15796


Updated On:


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


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.


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


We would verify if the problem is with EEM not available

1/ Verify if you have EEM integrated
NX.env would contains

src="/servlet/servlet.FileDownload?file=0150c000004AKboAAG" alt="2.jpg" width="689" height="164">

2/ Verify these two services are running on EEM server

   CA iTechnology iGateway 4.7

   CA Directory - itechpoz

src="/servlet/servlet.FileDownload?file=0150c000004AKbqAAG" alt="4.jpg" width="638" height="273">

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

src="/servlet/servlet.FileDownload?file=0150c000004AKbpAAG" alt="3.jpg" width="968" height="555">


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


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