“Cannot complete login due to an incorrect user name or password” When Uploading or Downloading ISO Files in VMware Cloud Director

Products

• VMware Cloud Director

Issue/Introduction

Symptoms:

• Tenants cannot upload or download ISO files to or from the shared catalogs.

• Media operations fail across multiple organizations.

• Tenants report lack of access or visibility to required storage resources.

You see the below error message in /opt/vmware/vcloud-director/logs/vcloud-container-debug.log:

ERROR | Backend Error: Cannot complete login due to an incorrect user name or password.

 

Environment

VMware Cloud Director 10.6.1

Cause

This issue occurs when tenants do not have proper access to a central shared catalog due to improper catalog sharing permissions, misaligned or incorrectly assigned storage policies, or the absence of a globally published catalog.

Resolution

1. Enable Global Publishing

• Share the catalog with All Organizations.

• Assign Read-Only access (or appropriate permissions as required).

2. Align Storage Policies

• Verify the catalog is associated with the correct Storage Policy.

• Ensure the selected storage policy is available and assigned to all relevant Tenant VDCs.

3. Validate Functionality

• Test ISO upload and download from tenant organizations.

• Verify Guest OS Customization completes successfully.

• Confirm that the authentication error no longer appears.