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Outstanding Contributor.
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unable to login into sm web client ESS login

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Hi,

one new person has newly joined in our organization, his Windows AD/Domain ID is "PeterPaul"

he is able to login to the windows login, but if he uses the same user id and password in HP service manager 9.40 web client login as contact users/ ESS login, he is getting message as invalid username/password, please try again.

I tried checking his name in HP SM 9.40 admin login > operator>contact searched as "PeterPaul", it said "no records found" refer the screenshot as attached.

The LDAP service is already enabled and rest of the several windows AD/Domain users are able to login in HP SM .40 web client easily.
How to check and troubleshoot this case.

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Micro Focus Expert
Micro Focus Expert

Re: unable to login into sm web client ESS login

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In the sm.ini file enable ldapstats:2 and have the user try to login. When the user fails confirm in the sm.log you see debug information for LDAP. You should see information as to why the user could not be authenticated by the LDAP server

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Re: unable to login into sm web client ESS login

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Hi Hemant,

hope you are doing well,

 

Could you please let me know if an upgrade or change in the system was made?

please go and clean the log file, save it and try to reproduce the issue, I would like to have more exactly information about it, what messages are before and after of invalid password?

logon attempts exceeded maximun on device?

Operator/Password is not authenticated by LDAP?

Message from LDAP server?

Carlos Villalobos R
Customer Support Engineer
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Acclaimed Contributor.
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Re: unable to login into sm web client ESS login

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Hi Hemant,

hope you are doing fine.

 

Could you please check the SoapApi and service catalog capability word on operators are set?

Carlos Villalobos R
Customer Support Engineer
If you find that this or any other post resolves your issue, please be sure to mark it as an accepted solution.
If you are satisfied with anyone’s response please remember to give them a KUDOS by clicking on the STAR at the bottom left of the post and show your appreciation.
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Micro Focus Expert
Micro Focus Expert

Re: unable to login into sm web client ESS login

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In the sm.ini file enable ldapstats:2 and have the user try to login. When the user fails confirm in the sm.log you see debug information for LDAP. You should see information as to why the user could not be authenticated by the LDAP server

View solution in original post

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