Differences

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

--- troubleshooting:login [2017/12/04 01:33] – 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.
-Error presented when logging in
+When logging-in, you can receive one of the following errors:
---> User ID is Undefined
-{{:master:tapemaster_login_user_undefined.png}} \\
+  - User is undefined.
-User ID is undefined error is presented when there is no matching user in TapeTrack.
+  - Authorization failure
-If you have previously logged in with this User ID, check:
+  - User has been revoked.
+  - Connection to Server Failed.
+=====User-ID is Undefined=====
+{{: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 User ID.
+  * No typo's when entering [[object:user|User-ID]].
-  * If using Windows AD, your TapeTrack User ID must match your Windows AD user name.
+  * If using Windows AD, your TapeTrack [[object:user|User-ID]] must match your Windows AD user name.
-  * Your User ID has not been deleted from TapeTrack.
+  * Your [[object:user|User-ID]] has not been deleted from TapeTrack.
-If you have not previously logged in with this User ID, check, through your tapemaster administrator, your User ID has been created in TapeTrack with the correct spelling.
+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
+=====Authorization Failure=====
-{{:master:
-tapemaster_login_failed.png}} \\
+{{:master:tapemaster_login_failed.png}} \\
-Authorization Failure error is presented when the password, when logging in, is incorrect.
+\\
-If you have previously logged in with this User ID, check:
+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 the **No MD5** checkbox on the Login screen is checked.
-  * If using Windows AD, ensure your password matches your current AD password.
+  * If using Windows AD, ensure your password matches your current Windows AD password.
-  * Your tapemaster administrator has not changed your 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 =====
-If you have not previously logged in with this User ID, check, through your tapemaster administrator, your User ID has been created in TapeTrack with the correct spelling.
+Failed connection to server can be caused by sever issues:
-<--
+  * Server is not running
---> Access Revoked
+  * Firewall blocking transmission between the client and server components
-Access Revoked Error is presented when the User ID has tried multiple unsuccessful attempts to login to TapeTrack and, for security reasons, had access revoked, or the User ID has had access revoked by a tapemaster user.
+  * Server connection has been changed to an alternative IP or DNS
+  * Connection settings on client side have been altered or corrupted
-<note tip>If the 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 user ID to be used for scheduled batch scripts to avoid this problem.</note>
-Having a user with tapemaster rights reset your password (even if using Windows AD) will reinstate TapeTrack access.  Alternatively, if you have administrative rights to the server you can run the **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 user ID.
+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]].
-<--