How to troubleshoot login issues in Endpoint Central?

This document provides information as to how you can resolve various scenarios of login failure error messages when trying to access Endpoint Central Server. User logins can fail for many reasons, such as invalid credentials, multiple invalid login attempts, and enabling wrong authentication mode.

Before troubleshooting, please make sure to identify the exact issue of the error. The following are some of the errors encountered by users:

1. When the Login for Local Authentication fails

2. When using Active Directory Authentication, you are unable to log in

3. When an account is locked out

4. When an account is disabled

When the login for Local Authentication fails

This error occurs when a user tries to log in using Local Authentication. One possible reason for this condition is due to browser cache issues. In such case, it is recommended to clear the browser cookies/cache or try logging in with incognito mode.

If the issue still persists it should be either of the two possible cases. In the table below, identify the potential applicable cause.

Causes

1. If the username does not match with the user details
2. If the user tries to login using the wrong password
3. If the username/password is invalid or if the user account is disabled

Resolution

1. Reset your user password
2. In case your account is disabled, check your inbox for an activation email. If you do not find the activation mail, kindly contact your administrator for the same.

When using Active Directory Authentication, you are unable to log in

We have tried to list four different reasons how a user might run into this condition. We recommend all users to examine each applicable cause for the issue, and use the appropriate resolution.

Causes

1. Incorrect username or the username does not exist in the specified domain.
2. Invalid authentication type
3. Inaccessible domain controller
4. Incase of invalid username/password or if the user account is disabled

Resolution

1. Correct spelling errors, if any, and ensure that the username is valid for the domain. User can reset the password in domain controller and try logging in again to the Endpoint Central Server.
2. This error might occur when a user tries unsuccessfully to log in using the wrong authentication type. Ensure that the specified username has administrator privileges.
3. Make sure that the specified domain controller is accessible.
4. Check your inbox for an activation email. If you do not find the activation email, kindly contact your administrator for the same.

If the issue still persists, refer to this document to reset the password and log in using 'Local Authentication'

When an account is locked out

In the event of repeated login attempt failures, users might get locked out and will be barred entry into the console during the lockout duration. In this situation, an email is sent with the reasons of lockout and possible solutions to try for. 

NOTE: Ensure to log in only after completion of the lockout period.

For more troubleshooting help, please contact support.

When an account is disabled

Your account can be disabled for the following reasons

• If your account is inactive for a configured period of time

If an account is inactive for a configured period of time set by the administrator, you may not be able to login to the Endpoint Central web console. In this situation, you can contact the administrator for help.

• If the administrator denies your access manually

The super administrator might manually deny you the access in scenarios where you change departments or migrate to a new team in your organization.

• Repeated invalid login attempts

In case of repeated invalid login attempts, your account can get disabled. In this circumstance, an email is sent with possible solutions to try for.