Unable to download attachments

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

End users attempting to download attachment files, the following error appears. 

AHD04401:Authentication failure. 

Some users can download the same attachment file.

Environment

Release:  All releases
Component:  CA Service Desk Manager

Resolution

For the given affected user, check the user's Access Type setting, under the Role tab.  Ensure that 'Command Line Utility Role' has been set to a valid role, usually "Administrator" or "Level 1 Analyst".  As a diagnostic, change this value to "Administrator" and verify if attachments work.