IGN0001 - Cannot sign into Ignite

DESCRIPTION

After starting up Ignite and entering sign in credentials, the user is unable to sign into Ignite. They cannot get past the Ignite Sign In page.

SEVERITY

Critical

IMPACT

Unable to use the Ignite application.

TROUBLESHOOTING STEPS

First identify if there is a message shown on the Sign In page. Messages are displayed that indicate the current state of the sign-in progress and, if an error is generated, should report the last known error received. Clicking on the “i” icon beside the error message should display a log of the sign-in attempts with all the messages returned from the authentication server. If an error message is returned then attempt to identify and resolve the specific issues that could occur during sign in, such as:

Connection failure, unable to resolve server address: This indicates that the given server address provided on the form is invalid and does not resolve to a valid server. Please contact your system administrator to verify if the server is running and/or if the server address has changed.

Connection failure, unable to connect to network: This indicates there is a physical connection issue between your computer and your internal network. This could indicate that the network cable is disconnected, or that the network connection to your workstation became disconnected at some point in the routing. Please contact your system administrator to resolve connectivity issues with your workstation on the network.

Authorization failure, given credentials are not valid: Your user credentials may have been entered incorrectly. Please confirm if your username and password are valid and try again. If these credentials have not changed from the last successful sign-in attempt, then your credentials may have been revoked. Please contact your system administrator to identify your user credentials or add your credentials to the system.

Authorization Failure, Windows Authentication not valid: If authorizing against the Windows Authentication credentials, then the state of your Windows credentials has changed since you last logged into Windows. This indicates that your password may have expired or the system administrator may have changed the credentials of your Windows account so you can no longer access this resource. Please verify if your password is valid and/or contact your system administrator to re-instate your Windows account credentials to the level that permits access to this application.

If there are no error messages, this indicates some general connectivity issues between your workstation and the Enterprise Server at the given server address. Verify if you have network access to other internal resources (network shares and intranet website). If you have no network access, restart your workstation, if possible, and try again. If sign-in access is still blocked please contact your system administrator to verify and resolve connectivity issues, check your user credentials, and verify the Enterprise Server is running correctly.

APPLIES TO

7.0

References