Why do we see the error "AHD04401:Authentication failure" when a user tries to change their role.

Document ID : KB000048236
Last Modified Date : 14/02/2018
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Error "AHD04401:Authentication failure" when the user tries to change their role.


This error occurs if there is any duplicate inactive contact with the same userid.

To resolve this error, change the userid of the duplicate inactive contact to a unique value and then recycle the Service Desk Manager services.

The SQL query below can be used identify contacts with duplicate userid's:

SELECT userid, COUNT(userid) AS NumOccurrences
FROM ca_contact GROUP BY userid
HAVING ( COUNT(userid) > 1 )