Issue description   

You may be unable to log in to ADManager Plus using your account credentials. After entering your username and password, you might see an error such as Invalid credentials or Account disabled, or the login screen may simply reload without redirecting to the dashboard. This prevents access to assigned roles and stops you from performing delegated or administrative tasks.

Possible causes   

1. The username or password entered is incorrect.

2. The user account is either disabled or locked in Active Directory (AD).

3. The user has not been added as a technician in ADManager Plus.

4. There's a mismatch between the authentication method configured (e.g., Active Directory versus product-based authentication).

5. Connectivity issues exist between the ADManager Plus server and the domain controller.

6. The browser cache or session-related problems are interfering with login.

Prerequisites   

Ensure the following before proceeding:

• ADManager Plus is running and accessible.

• The account is active and not locked or expired in AD.

• The user is added as a help desk technician or super admin in ADManager Plus.

• The correct authentication type is selected during login.

Resolution   

Step 1: Verify user credentials and AD account status 

1. Attempt to log in to a domain-joined machine using the same credentials.

2. Run the whoami command to confirm the credentials are valid.

3. Ensure the user account in AD is not:

• Locked out

• Disabled

• Expired

 Step 2: Check technician configuration in ADManager Plus 

1. Log in to ADManager Plus as the built-in admin.

2. Navigate to Delegation > Help Desk Delegation > Help Desk Technicians.

3. Confirm the user is listed as a technician.

4. Check that the user is assigned the correct:

• Authentication type

• Role

• OU scope

5. If the user is not listed, add them manually with the required settings.

 Step 3: Confirm the authentication method 

1. On the login screen, make sure the correct authentication option is selected:

• AD authentication (for domain-based logins)

• Product authentication (for local application users)

 Step 4: Clear the browser cache or switch browsers 

1. Try logging in using an incognito or private browsing window.

2. Clear the browser’s cache and cookies if login still fails.

3. Optionally, try a different browser to rule out session issues.

 Step 5: Review ADManager Plus logs 

1. Navigate to <installation_directory>\logs.

2. Open serverout.log and access.log.

3. Look for any login failure messages or relevant error entries to assist with troubleshooting.

Tips   

• Ensure that users are added as technicians in ADManager Plus before they attempt to log in.

• Review AD account lockout policies, as repeated failed login attempts may lead to account lockouts.

• If login issues affect multiple users, confirm that ADManager Plus has proper connectivity to the domain and that related services are functioning correctly.

How to reach support