Error: Invalid login name/password

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Issue description

When attempting to log into ADManager Plus as a technician, the system displays the error: Invalid login name/password.

Possible causes

  • Incorrect username: The username entered is misspelled or incorrect.
  • Incorrect password: The password entered is wrong due to typos or outdated credentials.
  • Password no longer valid: The user’s password has expired, preventing login.
  • Authentication issues: There can be problems with the configured authentication method (e.g., ADManager Plus Authentication, AD Authentication).
  • Account lockout: Multiple failed login attempts can temporarily lock the account.

Prerequisites

Ensure you have administrative permissions to access the ADManager Plus and AD.

Resolution

Step 1: Verify username while logging into ADManager plus

Ensure the username is entered correctly, without typos or case sensitivity issues.

Step 2: Validate user status in ADManager Plus

  1. Log in to ADManager Plus, use the built-in admin account or a Super admin account.
  2. Navigate to the Reports tab > User Reports.
  3. Select and generate the following reports:
    • All Users - To see all users, including the one in question.
    • Locked-out Users - To directly check if the account is locked.
    • Disabled Users - To directly check if the account is disabled.
  4. Analyze the status of the user in the above generated reports.
    • In the All Users report, click the magnifying icon to search for the user by logon name and ensure that the same logon name was used during login.
    • If the account appears in the Locked-out Users report, it indicates that the account has been locked out, which is why the user is unable to log in.
    • If the account appears in the Disabled Users report, it indicates that the account has been disabled in AD.
  5. Navigate to the Reports tab > Password Reports > Password Status Reports > Password Expired Users to directly check if the account password is expired.

Step 3: Reactivate the user account or update the password

  1. Navigate to the Management tab > User Management > Bulk User Modification.
  2. Choose the appropriate action based on the issue:
    • Enable/Disable User - To enable the user.
    • Unlock User Accounts - To unlock the user.
    • Reset Password - To update the password.
  3. Once the account is active, try logging into ADManager Plus to confirm access.

Tips

  • Navigate to Delegation > Help Desk Technicians and periodically verify that the user is listed as a technician with the correct roles assigned.
  • Admins can proactively monitor failed login attempts or errors like Invalid login name/password to identify and resolve issues before the technician reports them.

How to reach support

If the issue persists, contact our support team here.