Differences

This shows you the differences between two versions of the page.

--- troubleshooting:login [2017/12/04 00:22] – Scott Cunliffe
+++ troubleshooting:login [2025/01/21 22:07] (current) – external edit 127.0.0.1
@@ Line 1: / Line 1: @@
 ====== Troubleshooter: Login ======
-The purpose of this troubleshooter is to diagnose why a user can not login to TapeTrack software.
+The purpose of this troubleshooter is to diagnose why a user cannot login to the TapeTrack Server software.
---> User ID has been used successfully to login previously
+When logging-in, you can receive one of the following errors:
---> User mapped to Windows AD
- MD5 checkbox checked on login
---> Yes
-<--
---> No
+  - User is undefined.
+  - Authorization failure
+  - User has been revoked.
+  - Connection to Server Failed.
-<--
+=====User-ID is Undefined=====
-<--
---> User ID not mapped to Windows AD
+{{:master:tapemaster_login_user_undefined.png}}
-<--
-<--
+[[object:user|User-ID]] is undefined error is presented when there is no matching User in TapeTrack.
+If you have previously logged in with this [[object:user|User-ID]], check:
+  * Caps lock is not on.
+  * No typo's when entering [[object:user|User-ID]].
+  * If using Windows AD, your TapeTrack [[object:user|User-ID]] must match your Windows AD user name.
+  * Your [[object:user|User-ID]] has not been deleted from TapeTrack.
+If you have not previously logged in with this [[object:user|User-ID]], check, through your [[common:tapemaster_user|tapemaster User]] Administrator, your [[object:user|User-ID]] has been created in TapeTrack with the correct spelling.
+=====Authorization Failure=====
+{{:master:tapemaster_login_failed.png}} \\
+\\
+Authorization Failure error is presented when your password is entered incorrectly.
+If you have previously logged in with this [[object:user|User-ID]], check:
+  * Caps lock is not on.
+  * No typo's when entering.
+  * If using Windows AD, ensure the **No MD5** checkbox on the Login screen is checked.
+  * If using Windows AD, ensure your password matches your current Windows AD password.
+  * Your [[common:tapemaster_user|tapemaster User]] Administrator has not changed your password.
+If you have not previously logged in with this [[object:user|User-ID]] check, through your [[common:tapemaster_user|tapemaster user]] administrator, your [[object:user|User-ID]] has been created in TapeTrack with the correct spelling.
+=====Access Revoked=====
+{{:master:tapemaster_login_revoked.png}}
+Access Revoked Error is presented when the [[object:user|User-ID]] has tried multiple unsuccessful attempts to login to TapeTrack and, for security reasons, had access revoked or the [[object:user|User-ID]] has had access revoked by a [[common:tapemaster_user|tapemaster user]].
+<note tip>If the [[object:user|User-ID]] has been revoked without the user trying to login the cause will usually be a scheduled batch script trying to login with incorrect or outdated credentials. it is best practice to create a [[object:user|User-ID]] to be used for scheduled batch scripts to avoid this problem.</note>
+There are three methods to reinstate access for a revoked User:
+  * Unlock User: From the [[master:admin_groupuser|Group/User Administration]] window, right-click the [[object:user|User-ID]] and select ''Management'' -> ''Unlock'' \\  {{master_admin_user_unlock.png}}
+  * Reset Password: Having a user with [[common:tapemaster_user|tapemaster user]] reset your password in [[desktop:master|TapeMaster]] (even if using Windows AD) will reinstate TapeTrack access.  \\ {{master_admin_user_reset_password.png}}
+  * Reset Password via Command line: If you have administrative rights to the server running the [[cli:tmss10passwordresetdb|Reset Password.bat]] file located in the TapeTrack install directory TapeTrack\TapeTrack Framework Server\scripts\  This file will unconditionally, provided you have correct access rights, reset the specified [[object:user|User-ID]]. \\ {{cli:cli_reset_password_bat.png}}
+===== Connection to Server failed =====
+Failed connection to server can be caused by sever issues:
+  * Server is not running
+  * Firewall blocking transmission between the client and server components
+  * Server connection has been changed to an alternative IP or DNS
+  * Connection settings on client side have been altered or corrupted
+If, after following the above information, you are still experiencing login problems or you require further information [[common:support_details|contact GazillaByte for software support]].
---> User ID has not been used to login in before
-<--