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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Description:

Error "AHD04401:Authentication failure" when the user tries to change their role.

Solution:

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 )