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Unable to login using Roaming Captive Portal


Article ID: 175737


Updated On:


Cloud Secure Web Gateway - Cloud SWG


Unable to login using Roaming Captive Portal (RCP).

The RCP prompt returns with the error message "Reason for challenge: General authentication failure due to bad user ID or authentication token."


Web Security Service


Verify the following:

  1. User must have an email populated in their user properties in active directory. This email must be the same as the email being used to log in.

  2. An email domain must be defined in the portal. The email domain used while logging in must match the email domain defined in the portal. Email domains can be added or verified in the portal by navigating to Service > Authentication > Auth Connector > Email Domains
  3. When logging in with the email address, the username portion is not case sensitive. However, the email domain in use is case sensitive and must match exactly as it is defined in the portal.