Layton ServiceDesk - Troubleshooting - Can't Login

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<p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|<u>Back to Contents</u>]]</p>
 
<p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|<u>Back to Contents</u>]]</p>
 
__FORCETOC__
 
__FORCETOC__
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=''Access is denied, Error message 401.2''=
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=Overview=
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On launch, an error page with the message:
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This is a list of specific issues regarding failure to login. Click a link to view the related article.
  
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    Access is denied
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='''[[Layton ServiceDesk - Troubleshooting - Can't Login - Access is denied, Error message 401.2|Access is denied, Error message 401.2]]'''=
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    Error message 401.2
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='''[[Layton ServiceDesk - Troubleshooting - Can't Login - Not Registered|Not Registered]]'''=
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='''[[Layton ServiceDesk - Troubleshooting - Can't Login - Windows Authentication Prompt|Windows Authentication Prompt]]'''=
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==Fix==
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='''[[Layton ServiceDesk - Troubleshooting - Can't Login - 401 Unauthorized on Auto Login|401 Unauthorized on Auto Login]]'''=
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===Windows Server 2012===
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='''[[Layton ServiceDesk - Troubleshooting - Can't Login - Evaluation Period Expired|Evaluation Period Expired]]'''=
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#Open Internet Information Services (IIS) Manager.
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='''[[Layton ServiceDesk - Troubleshooting - Your login has timed out or you have tried to access a page directly without logging in|Your login has timed out or you have tried to access a page directly without logging in]]'''=
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#In the left-hand pane, expand ''Server > Sites > Default Web Site'' and click ''LaytonServiceDesk''.
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='''[[Layton ServiceDesk - Troubleshooting - License Renewal Page Opens on Login|License Renewal Page Opens on Login]]'''=
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#In the right-hand pane, click ''Basic Settings...''.<br /><br /><p>[[File:Lsd iis passthru auth01.png|link=]]</p><br />
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='''[[Layton ServiceDesk - Troubleshooting - Broken Page, LaytonServiceDeskAppPool Message|Broken Page, ''LaytonServiceDeskAppPool'' Message]]'''=
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#In the ''Edit Application'' dialog, click the ''Connect as...'' button.<br /><br /><p>[[File:Lsd iis passthru auth02.png|link=]]</p><br />
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='''[[Layton ServiceDesk - Troubleshooting - Can't Login - IIS Anonymous Authentication Enabled|IIS Anonymous Authentication Enabled]]'''=
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#In the ''Connect As'' dialog, click the ''Application user (pass-through authentication'' radio button.<br /><br /><p>[[File:Lsd iis passthru auth03.png|link=]]</p><br />
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#Click ''OK'', then ''OK'' again to save the setting.
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===Windows Server 2003===
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#Open Internet Information Services (IIS) Manager.
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#Check that ''Integrated Windows authentication'' is checked:<br/><br/><p>[[File:Lsd_install_specnotes_01.png|link=]]</p><br/>
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#If you had to change it, restart IIS.
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=Not Registered=
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When trying to log in using an '''[[Layton ServiceDesk - FAQ - NTLM (Auto) Login|auto-login NTLM method]]''', the following error message is displayed in the browser:
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    You're not registered. Please contact a ServiceDesk Administrator.
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    'ACCOUNT' from 'SERVER\ACCOUNT' is not registered. Please log in with other End User.
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''SERVER'' is the Layton ServiceDesk server, ''ACCOUNT'' is the user's Windows account.
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==Fix==
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===Windows Server 2012===
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#Open Internet Information Services (IIS) Manager.
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#In the left-hand pane, expand ''Server > Sites > Default Web Site'' and click ''LaytonServiceDesk''.
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#In the right-hand pane, click ''Basic Settings...''.<br /><br /><p>[[File:Lsd iis passthru auth01.png|link=]]</p><br />
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#In the ''Edit Application'' dialog, click the ''Connect as...'' button.<br /><br /><p>[[File:Lsd iis passthru auth02.png|link=]]</p><br />
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#In the ''Connect As'' dialog, click the ''Application user (pass-through authentication'' radio button.<br /><br /><p>[[File:Lsd iis passthru auth03.png|link=]]</p><br />
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#Click ''OK'', then ''OK'' again to save the setting.
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===Windows Server 2003===
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#Open Internet Information Services (IIS) Manager.
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#Check that ''Integrated Windows authentication'' is checked:<br/><br/><p>[[File:Lsd_install_specnotes_01.png|link=]]</p><br/>
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#If you had to change it, restart IIS.
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=Windows Authentication Prompt=
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If you get a Windows Authentication Prompt when you launch Layton ServiceDesk, you can add the Layton ServiceDesk site to Trusted Sites.
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'''[https://client.laytontechnology.com/wp-content/themes/layton-admin/includes/pages/user/help/videos/lsd/fixNTLMWindowsAuthenticationPrompt/?iframe=true&width=100%&height=100% Video of procedure on Windows Server 2012]'''
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<p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|<u>Back to Contents</u>]]</p>
 
<p align="right">[[File:btn_back_up.png|link=User Guide for Layton ServiceDesk]] [[User Guide for Layton ServiceDesk|<u>Back to Contents</u>]]</p>

Latest revision as of 03:08, 7 November 2023

Btn back up.png Back to Contents

Contents

[edit] Overview

This is a list of specific issues regarding failure to login. Click a link to view the related article.

[edit] Access is denied, Error message 401.2

[edit] Not Registered

[edit] Windows Authentication Prompt

[edit] 401 Unauthorized on Auto Login

[edit] Evaluation Period Expired

[edit] Your login has timed out or you have tried to access a page directly without logging in

[edit] License Renewal Page Opens on Login

[edit] Broken Page, LaytonServiceDeskAppPool Message

[edit] IIS Anonymous Authentication Enabled

Btn back up.png Back to Contents

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