logon with correct password return : AHD04043 : The user name or password you entered is not correct

Document ID : KB000015796
Last Modified Date : 14/02/2018
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Introduction:

Even we are sure on the password of contact, we may have an error on the authentication problem1.bmp

Question:

Logon to ServiceDesk immediately after the startup may fails. We got the error AHD04043:The user name or password you entered is not correct. Please try again.

Environment:
Service Desk 12.9 , 14.1 and 17Windows 2008r2 or Windows 2012
Answer:

We would verify if the problem is with EEM not available

1/ Verify if you have EEM integrated
NX.env would contains
@NX_USE_EIAM_AUTHENTICATION=Yes
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2/ Verify these two services are running on EEM server
   CA iTechnology iGateway 4.7
   CA Directory - itechpoz

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3/ If EEM is up, check if EEM server is reachable.

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To make sure EEM available when ServiceDesk will be started, we could start the EEM setvice in automatic mode and ServiceDesk service "automatic delayed"

 

 

Additional Information:

TEC1711513  Service Desk Access Type Web Authentication Validation Type does not show CA EEM-Use CA Embedded Entitlements Manager