Synapse for Symantec Email Security.cloud correlation shows "Invalid credentials. Please try again".

Products

• Symantec Products

Issue/Introduction

When enabling Synapse for Symantec Email Security.cloud with the user and password credentials it returns with "Invalid credentials. Please try again."

Resolution

"Invalid credentials. Please try again." shows in the Advanced Threat Protection (ATP) User Interface (UI) for Synapse Symantec Email Security.cloud Correlation.

Open a Support ticket with Symantec Support. Provide the logs from the ATP appliance or Virtual Machine (VM) by running the 'gather_logs' from the command line (CLI) as the 'admin' account. Provide the Support team with the Universal Unique Identifier (UUID).  This can be obtain from the (CLI) by running the 'bsupport'.  Take a screen shot or cut and paste the (UUID) in the Support case that you have open.

Note: Tier 1 please check the Internal Notes for next steps.