Error: General authentication failure due to bad user ID or authentication token

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Article ID: 171877

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Updated On:

Products

Web Security Service - WSS

Issue/Introduction

  • Symantec Web Security Service (WSS) aka Cloud is configured using Roaming Captive Portal
  • User is repeatedly challenged for authentication and is unable to successfully authenticate to WSS
  • Error:  Reason for challenge:  General authentication failure due to bad user ID or authentication token
  • BCCA debug log contains the following relevant error:  BasicAuthenticateRequest::Process() LogonUser failed 0x52e
     

Reason for challenge: General authentication failure due to bad user ID or authentication token
BasicAuthenticateRequest::Process() LogonUser failed 0x52e
 

Cause

The email address attribute for each user must be unique. In this particular instance, there are multiple user accounts that have the same email address.  The username and password are being authenticated against a user and the credentials do not match. According to Microsoft's MSDN, error code 0x52e translates to error 1326, which is ERROR_LOGON_FAILURE, "The user name or password is incorrect".

Resolution

In Active Directory, go to the User Properties dialog, click on the General tab and then to E-mail field. Make sure that all users have a unique email address. If not, please correct and save your changes.