User Cannot Log In To Desktop Client

[DCIM_Support]

We have an issue where a user cannot log in to the desktop client but they can log in to the web client.

Have tried deleting and adding the user and also a fresh install of their desktop client to no avail.  They have also tried to log in on another machine.  Will anything be captured in the log files to help identify the error?

(CID:123345473)

[DCIM_Support]

Hi James,

I was wondering perhaps it might have something to do with the client connection port, can you please ask the user to try using SSL connection (port 443):

Please also check the user's access rights, access to Desktop Client is part of user privileges:

(use an administrator login to web client, and then go to Administration > Users > and then find the user and check users Global Permissions.)

Kind regards

-

updated.

(CID:123345493)

[DCIM_Support]

Jef Faridi User has access to desktop client and is using port 443

(CID:123345683)

[DCIM_Support]

Hi James,

I should also have mentioned to check if the user is added to a 'user group', if yes check the group permissions.

If not resolved, would you mind to share how this user is created, and if there is any difference between this user and other users (without connection problem). Can you please send me the user's client application log file (usually located in Win: C:\Users\\.isxo\8.1.xxx\Operations\application.log), thanks.

Kind regards

(CID:123345868)

[DCIM_Support]

Hi James,

Many thanks for providing the data and also our-offline talks/troubleshooting. Here is a short update to share with all, that it was due to desk-top client was unable to validate the user credentials (did contain special character). Changing the password did resolve the issue. We captured an enhancement case. It might also make sense to mention, that even-though both web-client and desk-top client are using the same authentication, but they are based on different codes/technologies and therefor user validation was unsuccessful for desk-top client.

Kind regards

(CID:123349236)

[DCIM_Support]

Hi Jef,

I seem to be having the same issue. I am able to access the web client without any issues but when it comes to the desktop client I have issues. I am running DCO8.1 and when logging in using port 80 I receive "unable to validate user credentials" but when I use SSL however, I receive "could not start application".

Any suggestions? 

(CID:126179469)

[DCIM_Support]

Hi Kevin,
Can you please post this as a new Question, so we can trace it separately (as a separate case with its own description and logs), thanks.

Kind regards

(CID:126179864)

[DCIM_Support]

Hi Jef,

No worries, we seem to have the issue resolved. Uninstalling and re-installing in a different location seems to have resolved the issue.

Regards

Kevin

(CID:126179887)

[DCIM_Support]

Hi Kevin,

Sounds really great, many thanks for the update.

Kind regards

(CID:126179978)

[DCIM_Support]

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