How To: Troubleshoot Token Authentication Errors

Version 9

    Verified Product Versions

    Service Desk 7.8.xService Desk 2016.xAsset Manager 2016.x


    This document has the scope to help you troubleshoot error messages appearing when trying to set up the Token Authentication Login for WebAccess / Workspaces.

    During the configuration process for this type of access you may encounter different types of errors that will require you to work on different part of your setup.


    The remote server returned an error: (401) Unauthorized

    Ensure that the provided credentials are correct and ensure to provide the credentials of an Administrator of the machine hosting the STS application.



    The underlying connection was closed: An unexpected error occurred on a send.


    When facing this error, this may be related to your certificates' bindings in IIS.


    Make sure that the entity your certificate is issued to is correctly pointing at your server.
    You can check this in Internet Information Services (IIS) Manager by clicking on your server entity and then visualizing the Server Certificates.


    Here the field to check is "Issued To" that must correspond to your server name.

    If this value is wrong:

    - Request the certificate through your Certificate authority with the right server name

    - If you're using a self-signed certificate, follow the steps below


    • Highlight the server name
    • Click on Server Certificates
    • Click on Create Self-Signed Certificate
    • Insert a name and set it as "Personal".


    Once this will be done, you'll need to bind it at the web site where Service Desk applications are running:

    -Click on the Web site

    -Click on bindings and then double click on the HTTPS one

    -In the SSL Certificate field, select the one you just created, and click OK.

    Now the certificate has been binded and you should be able to successfully test the credentials.


    As well, It's needed to mention that "LDSD Web Api Url" and "Require SSL (HTTPS)" settings have to be compliant when you set up BridgeIT.
    In meaning, if you select TRUE on Require SSL (HTTPS), then you will need to modify the Web Api URL into HTTPS as well, else you may encounter problems when logging in.