when starting the smart or auto-deploy/click-once client the following error is raised: "I'm sorry, but I could not log you in."

Version 1

    Details

    In HEAT 7.x when starting the smart client the user gets an error



    when clicking on "Details" the error "Error Authenticating  credentials for USER1;  Error Message $$(ERRORMSG)$$" is shown



    In the event log other errors can be found like:

    "FusionFusionException: Error while authenticating LDAP credentials for elrac. Error Message : Logon failure: unknown user name or bad password.
    at Fusion.DbLiaisonÀuthenticationDbLiaisonÀreLDAPCredentialsValid(AuthenticationBundle ab, LDAPInfo infoLDAP)
    at Fusion.Asd.AuthenticationSeivice.AreLDAPCredentialsValid(AuthenticationBundle ab, LDAPInfo infoLDAP)
    at Fusion.Se,ver,AuthenticationServiceConnector.AreLDAPCredentialsValid(AuthenticationBundle ab, LDAPInfo infoLDAP)
    at System.Runtime.Remoting.Messaging.StackBuilderSink._PrivateProcessMessage(IntPtr md, Object[J args, Object server, 1nt32 methodPtr, Boolean fExecutelnContext, Object[J& outArgs)
    at System.Runtime.Remoting.Messaging.StackBuilderSink.SyncProcessMessage(IMessage msg, 1nt32 methodPtr, Boolean fExecutelnContext)"

    or even the following error

    "Fusion.FusionException: Error Authenticating credentials for USER1 Error Message $$(ERRORMSG)$$ ---> System.ArgumentException: cipherTextPassword must have a value.
    Parameter name: cipherTextPassword
    at Fusion.ExceptionUtils.ThrowlfNullOrEmptyArgument(String strValue, String strParamName, String strSource)
    at Fusion.SaltedPassword.CompareSaltedPassword(String cipherTextPassword, String plainTextPassword) T
    at Fusion.Asd.AuthenticationBundle.IsHashedPasswordSame(String cipherTextPassword)
    at Fusion.DbLiaison.AuthenticationDbLiaison.ArelnternalCredentialsValid(AuthenticationBundle ab)
    --- End of inner exception stack trace ---
    at Fusion.DbLiaison.AuthenticationDbLiaison.ArelnternalCredentialsValid(AuthenticationBundle ab)
    at Fusion.AsdinternalAuthenticationProvider.AreCredentialsValid(IAuthenticationBundle authBundle)
    at Fusion.Asd.AuthenticationSen,ice.ArelnternalCredentialsValid(AuthenticationBundle ab)
    at Fusion.Server,AuthenticationServiceConnector,ArelnternalCredentialsValid(AuthenticationBundle ab)
    at System.RuntimeRemoting.Messaging.StackBuilderSink._PrivateProcessMessage(IntPtr md, Object[] args, Object server, 1nt32 rnethodPtr, Boolean fExecutelnContext, Object[J& outArgs)
    at System.Runtime.Remoting.Messaging.StackBuilderSink.SyncProcessMessageQMessage msg, 1nt32 methodPtr, Boolean fExecutelnContext)
    "


    Resolution

    Root cause: A user with the LoginID "User1" is already existing in the database as the HEAT demo system allows per default a creation of multiple users with the same LoginID. Additionally the user had not a value been set for the internal password as it was created via the LDAP import.

    The resolution is to identify the correct employee record(s) as maybe already an Incident / Change or other business object records are already linked to it) and to disable/delete the incorrect user.
    Additionally a password needs to be set on the correct user record so that the internal authentication or LDAP authentication can work correctly again.