Article Details
Product : ServiceDesk Plus
Category : 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 Cause:

  • Account is disabled
  • Account is locked.
  • 'Log on to every computer' option is disabled.
  • User is not available in the Domain Controller (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 every 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:

  • Check if the account is active.
  • Check 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 registry, which supports ServiceDesk Plus login, is not enabled.

Cause:

NTLM is not enabled in the registry.

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_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\SeCEdit\Reg Values\MACHINE/System/CurrentControlSet/Control/Lsa/MSV1_0/NTLMMinClientSec" to "0" (this may apper twice change the both) and LmCompatibilityLevel 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. Click 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. Change 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 analysis:

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. Connect to MySql.
  2. Execute the following sql command
    update AAAPamConf join AAAPamModule on AAAPamConf.PAMMODULE_ID = AAAPamModule.PAMMODULE_ID set AaaPamConf.pammodule_id = '2' where name like 'SDRelationalLoginModule';
  3. Restart the server.