Error: "The system was unable to log you in. Please make sure the provided credentials are right."

Document ID : KB000005093
Last Modified Date : 14/02/2018
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The following error appears when testing the connection from Unified Self-Service to Service Desk Manager datasource:

The system was unable to log you in. Please make sure the provided credentials are right.





In addition to the previous error, the following error messages is logged in wrapper-tomcat.log: Error: invalid login policy encryption

Unified Self-Service (USS) 14.1 and later Service Desk Manager (SDM) 14.1 and later

The certificate is old and expired. In Service Desk Manager server the pdm_pki has been run to create a new PKI certificate, causing the previous certificate to expire.


Follow the steps below to load the new PKI certificate into Unified Self-Service for Service Desk Manager:

1) Log into an SDM Server where you have the new pki file (CASM_POLICY.p12 file)

2) Open a browser and log into one USS node as casmadmin or similar > Settings > Datasources > Expand CA Service Desk Manager > click on "Upload Certificate" > Search for the CASM_POLICY.p12 file

3) Click on test connection > ensure test connection is successful and click Save.

4) If there are multiple USS nodes, repeat the step 1 to 3 for the other USS nodes.

Example of a successful connection:


Additional Information:

How to configure Service Desk and Service Catalog integration so that to open service desk ticket link within a catalog request correctly:


USS auto integration with SDM failed