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Login issues

This article contains troubleshooting guidance for login problems in Digital Access, including issues related to passwords, accounts and connectivity.

Problem

If you encounter the error message Logon credentials not accepted during your login attempt, it may be due to various scenarios.

Troubleshooting

Check Audit logs in Digital Access portal.

Scenarios

Incorrect Password

CODE
User entered wrong password for Password Authentication

Solution

The password of the user account must be changed.  An Admin can reset the password from the Digital Access Admin portal.

Account locked

CODE
Rejecting user for Password Authentication since Account is time locked

The user account needs to be unlocked from admin portal before changing the password.

image-20240408-112032.png

Solution

The password of the user account must be changed. An Admin can reset the password from the Digital Access Admin portal.

Active Directory (AD)- Connection issues

CODE
Rejecting user for Password Authentication since Directory service is down

This error usually occurs if the Active Directory service linked to the user account is disconnected. You can also find detailed error messages and conditions from System logs.

Solution

Make sure the Active Directory is connected in Digital Access Admin portal.

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