Check the user’s login credentials for the Login Portal

How to troubleshoot Login Portal authentication issues.

The EAA Login Portal is accessible by users with their login credentials as defined in the EAA directory user and groups configuration. For example, in an Active Directory (AD) or LDAP configuration, use your AD username and password to log in to the Login Portal. If these credentials do not work, complete this procedure.

How to

  1. Log in to the EAA Management Portal as an administrator.
  2. Test connectivity between the directory and connector.
    If connectivity between the directory and connector is confirmed, Log in and access applications in the Login Portal. If the problem persists, continue with this procedure.
  3. Verify that the connector status is reachable.
    1. From the top menu bar click Connectors.
    2. Locate the connector listed on the directory settings page (Identity > Directories > Settings > Connectors).
    3. Verify that the connector card has a green check mark and says, Connector is running. To learn more, see Install and approve a connector in a virtual environment. If the connector is not reachable, see Troubleshoot connectors
      Connector status
    4. Test connectivity between the directory and connector again.
    5. In a new browser window or tab, Log in and access applications in the Login Portal again. If the problem persists, continue with this procedure.
  4. Determine the login preference for the directory in EAA and verify that the user name entered in the EAA Login Portal is as configured. To learn more see Manage password complexity for the Login Portal from the Active Directory (AD).
    1. From the top menu bar select Identity > Directories.
    2. Locate the directory card you want to test and click Settings.
    3. The configured login preference for the directory is listed. To change the login preference choose one of the following: Email, sAMAaccountName, User Principal Name (UPN), Domain/sAMAaccountName.
    4. Click Save directory.
    5. Return to the directory card and click Sync.
    6. In a new browser window or tab, Log in and access applications in the Login Portal again. If the problem persists, continue with this procedure.
  5. In your native directory outside EAA, verify that the user’s account is active, that their password has not expired, and that they do not need to change their password at the next logon.
    Example of Active Directory account options
    1. If you make any changes to the user’s account in your native directory, return to the EAA directory card in the EAA Management Portal and click Sync.
    2. In a new browser window or tab, Log in and access applications in the Login Portal again. If the problem persists, continue with this procedure.
  6. Verify that the user is associated with the directory in EAA.
    1. From the top menu bar select Identity > Directories.
    2. Locate the directory you want to view users for and click Users
    3. Search for the user. If the user is not returned in the search, add the user. See Add users to the cloud directory. Then return to the EAA directory card and click Sync. If the user is returned in the search, continue with this procedure.
  7. Verify that the user’s directory group is assigned to the application. To learn more see Assign a directory to an application.
  8. Return to the EAA directory card (Identity > Directories) and click Sync.
  9. In a new browser window or tab, Log in and access applications in the Login Portal again. If the problem persists, contact support.

Next steps

If you need to continue troubleshooting, see Troubleshooting overview and tips.