Cannot log into asset

[mollyely]

I am trying to log into change settings on my asset. I have done it before and was prompted to change the password. I changed the password but now even using that password I cannot log in. Is there anyway to change/reset the password?

[gsterling]

Hello

If you have other user accounts in ITA which have the ability to manager users, then that user can reset the password for your user account. The password can only be set/changed from ITA's web client UI, so for example if I reset the password of user "apc", then user "apc" must login to the ITA web client UI before the user can use the desktop client.

If your user account is bound to Active Directory or LDAP, then your password is bound to the password in Active Directory or LDAP.

If your user account is the only ITA user account and you are locked out of ITA, then we have to follow a different process to resolve this issue.

Regards

Greg Sterling

[mollyely]

As far as I know, my user account is the only ITA user account.

[Greg.Sterling]

In ITA there should have been an "apc" user present, unless at some point someone deleted the user once other user(s) were created. But of course you'd need to know the "apc" user password for this to be useful.

To keep the process private, please browse to this web site (https://app.ecostruxureit.com/request/) and open a general support ticket, type troubleshooting. Note in the description you cannot login to ITA, its the only ITA user account and you need your access reset.

The tech support team will be able to send you a short procedure and a script file to help you reset the user account. It will require the ability to login to the ITA server's operating system via its console or SSH using a tool like putty.exe.

Regards

Greg Sterling