Issue description 

Prerequisites   

• Ensure you are using the correct URL to access the EventLog Analyzer web console.
• Using a supported web browser and version. EventLog Analyzer supports Microsoft Edge, Firefox (version 4 and later), and Chrome (version 8 and later). Ensure the browser has JavaScript enabled.   
• Verify that the system date and time on the EventLog Analyzer server are set correctly.

• EventLog Analyzer needs to connect to the Domain Controller to perform Active Directory authentication

Possible causes 

• The username or password may be incorrect.
  

• An incorrect authentication method may have been selected under the 'Logon to' option while entering the credentials.
• The domain user account may be disabled or may not exist in the native Active Directory.
• The user account may not be synced with EventLog Analyzer.
• The domain user credentials may have been modified recently.
• Cached browser data, cookies, or browser extensions might interfere with the login process.
  

Resolution
 
1. Verify credentials:

• If you're using a local technician account, select 'EventLog Authentication' under the 'Logon To' tab.
• If you're using a domain user account, select the corresponding domain.
  Refer to the images below for guidance.

• Clear your browser's cache or access EventLog Analyzer in an incognito/private window. Try with different browsers. Check if the browser is in the supported browser list.

• If the domain user is not reflected in the EventLog Analyzer, follow the below steps to resolve the case.
  
  1. Login to the EventLog Analyzer as a default built-in admin via an incognito/private window.
  2. Go to Settings > Domain and accounts > Click the edit icon next to the respective domain from which the user is set to be added > Verify that all of the domain controllers including the PDC, ADC are added under the domain controllers section > Update the domain admin credentials. The image below is for your reference.

          Reference guide: Domain and Accounts | Admin Settings  

• If you are unable to login using the default built-in admin or forgot the password of the account, feel free to reset the Admin account using the instructions provided in the Reset Account Settings document.
  Note: Resetting the default built-in admin account credentials will not affect the product settings.
• Verify the network connectivity between the EventLog Analyzer installed server and the domain controllers. You can use the 'Ping' and 'Tracert' or you can test the port connectivity using the 'telnet' or 'TNC' commands from the powershell or command prompt.

Validation and testing 

Validate and test to see if the issue has been fixed in EventLog Analyzer by following the steps below

1. Log in to EventLog Analyzer with user name you faced issue with.
2. Open an incognito window, Login and check if all the tabs are accessible after login.

Related topics and articles 

• Technicians and Roles
• Prerequisites
• Reset Account Settings
• Domain and Accounts | Admin Settings

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