Unable to log into Web Screen Painter

Document ID : KB000044135
Last Modified Date : 14/02/2018
Show Technical Document Details

Symptoms: 

When attempting to log into Web Screen Painter the user is getting an authentication error. The errors in log file indicate that the problem is due to incorrect login credentials:

"ERROR Backend 380 Failed to authenticate user: AHD04043:The user name or password you entered is not correct. Please try again."

However, the user's username and password have been verified as being correct, but yet the problem still occurs.

Environment:  

CA Service Desk 12.9, 14.1.x, and above

Resolution:

This issue may be resolved by restarting the CA Service Desk Manager services. Please note however, that this will require an outage, and should be done during off-hours or as per your change control process.