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
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
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](../__attachments/233308161/image-20240408-112032.png?inst-v=f3b50e0f-05c1-4940-a197-fdb210781081)
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
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.
Related information
Link Digital Access users to a directory service like Active Directory