2/15/12

#100003 - Login Issue

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Product Categor : ServiceDesk Plus : ServiceDesk Plus >> Troubleshooting

#100003 - Login Issue

The possible cause for unable to log into ServiceDesk Plus would be 1. When the Username is incorrect. 2. NTLM in the registry, which supports ServiceDesk Plus, is not enabled. 3. Unable to login on disabling local authentication. 1. When the Username is incorrect. Possible C ause: Account is disabled Account is locked. 'Log on to every computer' option is disabled. User is not available in the Domain C ontroller (DC ). Error Trace: a. Account is disabled [13:08:22:000] [05-21-2008] [SYSOUT] [INFO] [16] : jcifs.smb.SmbAuthException: Logon failure: account currently disabled. [13:08:22:000] [05-21-2008] [SYSOUT] [INFO] [16] : at jcifs.smb.SmbTransport.checkStatus(SmbTransport.java:564) b. Account is locked. [13:16:37:781] [05-21-2008] [com.adventnet.servicedesk.tools.AuthenticateNtlm] [INFO] [16] : Exception!!!!!!! Authentication failed This May due to unknown user name or bad password. [13:16:37:781] [05-21-2008] [SYSOUT] [INFO] [16] : jcifs.smb.SmbAuthException: The referenced account is currently locked out and may not be logged on to. [13:16:37:781] [05-21-2008] [SYSOUT] [INFO] [16] : at jcifs.smb.SmbTransport.checkStatus(SmbTransport.java:564) c. 'Log on to ever computer' option is disabled.

[20:26:38:060] [05-19-2008] [com.adventnet.servicedesk.tools.AuthenticateNtlm] [INFO] [14] : Exception!!!!!!! Authentication failed This May due to unknown user name or bad password. [20:26:38:060] [05-19-2008] [SYSOUT] [INFO] [14] : jcifs.smb.SmbAuthException: Logon failure: user not allowed to log on to this computer. d. User is not available in the Domain Controller (DC). Exception!!!!!!! Authentication failed This May occur due to unknown user name or bad password. [20:26:38:060] [05-19-2008] [SYSOUT] [INFO] [14] : jcifs.smb.SmbAuthException: Logon failure: unknown user name or bad password Solution: C heck if the account is active. C heck if the user has permission to log on to ServiceDesk Plus server in the Active Directory (AD). Import the user from DC . 2. NTLM in the registr , which supports ServiceDesk Plus login, is not enabled. Cause: NTLM is not enabled in the registry.
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#100003 - Login Issue

Error Trace: Blank Screen while trying to access ServiceDesk Plus. Solution: If any client computer receives blank page after enabling Single-SignOn please change the registry value in the cliend PC as (Value Type) of "HKEY_LOC AL_MAC HINE\SOFTWARE\Microsoft\Windows NT\C urrentVersion\SeC Edit\Reg Values\MAC HINE/System/C urrentC ontrolSet/C ontrol/Lsa/MSV1_0/NTLMMinC lientSec" to "0" (this may apper twice change the both) and LmC ompatibilityLevel to "1". You have to restart the machine to bring the settings to effect. Refer to the screenshot ntlm.jpg for any clarifications. NOTE: Use 'Find' under Edit to find the registry key. Use 'Logon scripts' for affecting the change to all the machines under a domain. For Vista and Windows 2008 1. C lick Start -> Run. 2. Type in the (windowskey+'r') Run field: 'secpol.msc.' to bring you to Vista's security policy system. 3. Once there, use 'Go to: Local Policies -> Security Options' and find 'Network Security: LAN Manager' authentication level. 4. C hange the Setting from 'Send NTLMv2 response only' to 'Send LM & NTLM -- use NTLMv2 session security if negotiated.' 5. After changing the registry settings, restart the client machine to make the registry changes effective. 6. You can update all your domain machines through group policy settings in the Domain controller of the same. Information required for further anal sis: Serverout0.txt under Servicedesk[home]/server/default/log. 3. Unable to login on disabling local authentication To reset back to ServiceDesk Authentication without logging into the application you need to follow these steps: 1. C onnect to MySql. 2. Execute the following sql command update AAAPamC onf join AAAPamModule on AAAPamC onf.PAMMODULE_ID = AAAPamModule.PAMMODULE_ID set AaaPamC onf.pammodule_id = '2' where name like 'SDRelationalLoginModule'; 3. Restart the server.

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#100003 - Login Issue

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