New users cannot login in Unified Self Service while existing users can log in

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Article ID: 74899

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Updated On:

Products

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

Issue/Introduction

In USS 14.1 or above integrated with EEM ,when attempting to log in USS the following error is prompted "unable to login. Please contact your administrator"

Cause

The issue is caused by a liferay defect when the flag "changeable" in the policy password settings is set to off.

https://issues.liferay.com/browse/LPS-41380

Environment

Unified Self Service 14.1 or above
EEM 12.5 or above

Resolution

Enable the flag, when this flag is set and USS is integrated with an external authentication the users password change is not allowed.

1. Log in USS control panel.
2. Go to Password Policies.
3. Check the flag "changeable" and save the changes.
4. Restart the USS service and test again.