Unable to log into CA Service Desk Manager with a domain account

Document ID : KB000007710
Last Modified Date : 14/02/2018
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Issue:

A user is unable to log into CA Service Desk Manager using their domain account.

Environment:
CA Service Desk Manager - ALL VERSIONSOS: Windows (all versions)Access Types set to use "OS Authentication"
Cause:

This can be caused by the user having a local OS account on the CA Service Desk Manager server, with the same userid as their domain account, but most likely a different password.  Since the CA Service Desk Manager will first go to the local OS to look for a user, and if it does not find them it will then go out to the domain for which that OS belongs to, it finds the local OS account for that user, but since the user entered their domain password, the system is attempting to authenticate that user with the local OS account, but using the domain password which is not correct.  

Resolution:

The resolution to this problem is to delete the local OS account with the same userid as the domain account for that user.  The system will then see that there is no local OS account for that user, and will then go out to the domain, where it will find that user and authenticate the user successfully.