'Integrated Logon Failed' for single user

Version 6

    Verified Product Versions

    LANDESK Service Desk 7.7.xLANDESK Service Desk 7.8.xLANDESK Service Desk 2016.xLANDESK Asset Central 2016.x

    PROBLEM:

     

    This is usually occurring for a new hire, or a user who has been reactivated within Service Desk.  When the user attempts to log into the integrated web access framework, they get an error message stating 'Integrated Logon Failed.'

     

    TROUBLESHOOTING/SOLUTIONS:

    1) Verify that the integrated framework is working for other users, and that only the single user is effected.

    2) Verify that the user experiencing the issue has a valid network login entered into Service Desk.

    3) Verify that the user has at least one role in Service Desk.

    4) ***One of the most important and easily overlooked steps*** - Especially if it's a new Analyst experiencing the issue, make sure they have a license allocated to them!  To check on this, log into the Console as SA, go to Administration > License Maintenance > Manage User License Allocation.  If you see the effected user listed in the left column, add them to the right column to give them a license.  Have the user refresh their browser and test.

    5) Lastly, if you haven't solved it by step 4, they could also have a duplicate entry in the database.

              ***The following script can be modified by replacing 'testuser' with the desired NetworkID***

     

    select tps_name, tps_network_login
    from tps_user
    join tps_user_network_login on tps_user.tps_guid = tps_user_network_login.tps_user_guid
    where tps_network_login like'%testuser'
    


    6) Either delete or rename the duplicate entry that is interfering.  Make sure the tps_user_guid in the tps_network_login table matches the tps_guid in the tps_user table for the correct account.  Retest.