Rally - Users: Unable to Log In

Products

• Rally On-Premise

Issue/Introduction

Log in issues can occur due to several reasons including the following

• Incorrect password
• Incorrect User ID
• Account has been temporarily locked due to incorrect log in attempts
• Account is disabled in Rally
• Account is disabled in Single Sign On (SSO)
• Account has not been used in more than 1 year
• Deactivated SaaS subscription

 

The user may be presented with messages including but not limited to:

• The username or password you entered is incorrect.
• Invalid credentials.

Resolution

Incorrect Password

First, try to reset your password using the "Forgot password?" link underneath the "Sign in" button.  

If your company uses SSO, then you will not be able to reset your password. 

SSO stands for Single Sign-On, and means that authentication is mostly handled internally. Instead of reseting your password from the login page, contact one of your subscription administrators for assistance. 

Incorrect User ID

If you believe that you have an incorrect user ID, or do not know what your user ID is contact your internal Rally Administrators. 

 

Account Temporarily Locked

If you have entered your password incorrectly too many times, your account may be temporarily locked.  Account lockout policies are determined by the subscription administrators, however they will typically automatically unlock within an hour.  Subscription administrators are able to unlock an account and support is able to unlock accounts as well.

 

Disabled User

If you are unable to log in at all and you are not receiving the Password Reset email, your Subscription Administrator may have disabled your CA Agile Central account. Support is able to confirm the condition of the account, however you will need to contact your Subscription Administrator.  While support is not able to enable a disabled user support can, in some cases, provide contact information for helping you resolve this matter.  This may be an email address or a website for raising an internal ticket. If the user account is disabled in SSO, then your subscription administrator or you network administrator will need to address the issue.

 

Inactive User

Users that have not logged into Rally in more than 365 days will have their accounts internally locked within Rally.  In order to resolve this issue please see Automatic Disabling of Users locked until 3000-01-01

 

No User Account Exists

If a user account has not been created for you, you will not be able to log in.  If this is the situation, a Rally administrator will need to create an account for you; support is unable to create user accounts on behalf of the customer.

If in the end you are still unable to log in to your Rally account, please contact your company's administrator, submit a case, or call 1-800-225-5224 to get more help.

 

Deactivated SaaS Subscription

It is possible that a subscription may be deactivated due to closure of contract or non-payment.  This will prevent users from being able to log in.  If this is the case and it is unexpected, then it is recommended to speak with your Broadcom account team to resolve the issue.  Rally support is unable to reactivate a deactivated subscription.

Additional Information

Password Reset Email Troubleshooting

Please visit Troubleshooting Email Notifications

 

Keywords: agile central login