Error AHD04013: the user id or password introduced is not correct. Please try again.

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

When a user tries to login in SDM can get the error AHD04013:Internal error in method (got_ldap_domset): LDAP agent not found,  in the login screen and logs will show:

12/19 14:03:05.01 <SERVERNAME> boplgin 5872 ERROR bplaccess.c 3375 AHD04013:Internal error in method (got_ldap_domset): LDAP agent not found
12/19 14:03:05.02 <SERVERNAME> web:local 5408 SIGNIFICANT session.c 10883 Session 1xxxxxxxxxx: 0x02e68060 login by analist JDOE (cnt: 4f2E8989FE0DB2D429F4DA548372D3607); SESSION COUNT 3
12/19 14:03:06.73 <SERVERNAME> bopauth_nxd 5812 SIGNIFICANT bopauthobj.c 510 Cannot logon user 'JDOE' (The password for this account has expired.)
12/19 14:03:06.73 <SERVERNAME> boplgin 5872 ERROR bplaccess.c 4420 AHD04013: The user id or password introduced is not correct. Please try again.

Environment

SDM 17.x

Cause

The cause of this error is because the password for the LDAP user has expired.

 

Resolution

As workaround there is 2 options for this issue:

1. Confirm that SDM has the "Number of LDAP agents" installed in SDM by login with an administrator account then

a) going to Administrator tab
b) go to 'Option Manager' >>LDAP
c) Click on 'num_ldap_agents' and EDIT
d) enter option Value '2' and install this option.
e) restart SDM Services.

2. Contact the LDAP Administrator to reset the user password in AD, then users should be able to login without problems.