Issue description   

Possible causes   

• Incorrect credentials: The user is entering an incorrect password for the account.
• Protected users group restriction: The user belongs to the Protected Users group, which enforces additional security policies that restrict login via ADSelfService Plus.
• Workstation logon restrictions: The user has workstation logon restrictions configured in AD, and the ADSelfService Plus server is not included in the allowed machines list.

Prerequisite  

• Administrative access to AD.

Resolution  

1. Ensure that the user is entering the correct password by pressing Shift and right-clicking on any executable file (for example, cmd.exe) and select Run as a different user.
2. Enter the username and password in the prompted window.
3. If successful, the application will open with the specified user's credentials.
4. If the login attempt fails, reset the password in Active Directory Users and Computers (ADUC) or instruct the user to reset the password using ADSelfService Plus.
5. Instruct the user to try logging in again with the new password.

1. Open Active Directory Users and Computers (ADUC) (dsa.msc).
2. Locate the user account and open Properties.
3. Go to the Member Of tab.
4. Check if the user is part of the Protected Users group.
5. If yes, remove the user from this group to allow login through ADSelfService Plus.
6. Click Apply and OK.

1. Open Active Directory Users and Computers (ADUC).
2. Locate the user account and open Properties.
3. Go to the Account tab and click Log On To.
4. If the The following computers option is selected, verify that the ADSelfService Plus server is included in the list.
5. If not, add the ADSelfService Plus server name or select All computers to allow unrestricted logon.
6. Click Apply and OK.

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