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Druva Documentation

Troubleshooting error - Authentication failed: Invalid email-id or credentials

 

 

This article applies to:

  • Product edition: inSync-Cloud and On-Premises

Problem description

inSync Client displays the following error during activation:

Authentication failed: Invalid email-id/username or password.

Cause

inSync Client displays this error when it fails to authenticate the user either due to incorrect credentials or when it fails to authenticate the user account.

Resolution

Check if user can login from Web UI

  1. Check if the user can login from web UI: 
    • Open inSync web UI and have the user login with the same credentials provided to activate inSync Client.
    • If the login fails with the same error, proceed with the next steps. If the error displayed is different, troubleshoot the error using inSync documentation or with he help of Druva Support.
  2. Check the setting assigned to Log-in Using field under User Privacy and Access of the user profile.
    1. Log on to inSync Management Console and click the profile assigned to the user.
    2. On the General tab, under User Privacy & Access, check the setting for Log-in using and perform the following steps accordingly:
    3. If the Log-in using is set to AD/LDAP Account for the profile:
    For inSync On-Premises For inSync Cloud
    1. Check if the user’s email address under inSync matches with the email address in the AD. If there is a mismatch, try to login again with the correct email address.
    2. Check if the user's AD username matches with the one registered in inSync. 
    3. Confirm whether all other users from the same profile are also affected. If yes, update the password of the AD accounts using the following steps and then try to login again:
      1. Log on to inSync Management Console and go to > Settings from the menu bar.
      2. Click AD accounts and select the host which is mapped with the affected AD mapping.
      3. Click Edit > Change Password and update the password.
      4. Click Ok and try to import users using AD mapping.
    1. Check if the user’s email address under inSync matches the email address in the AD.  If there is a mismatch, try to login again with the correct email address.
    2. Check if the user's AD username matches with the one registered in inSync. 
    3. If all all the users from the same profile are also affected:
      1. Check if the AD connector is connected and working.
      2. Check the credentials of the AD Connector accounts. If it is incorrect or outdated. Update the password on the AD connector server and try again.
  3. If the Log-in using is set to inSync Password try to activate the user with Authentication keys using the following steps:
    1. On the inSync Management Console menu bar, click Users.
    2. Select the users for whom you want to activate the inSync Client.
    3. Click More > Download Authkeys. The Download Authkey window is displayed.
    4. On the Download Authkey window, perform one of the following steps for each user:
      • To activate inSync Client, Select the user device for each user on which you want to activate inSync Client.
      • To replace a device, select Replace Device.
      • To add a new device, select Add new device.
        If the user has not configured a device,  No devices attached is displayed against the user name.
    5. Click Download Authkey.
      A file inSyncUserKeys.zip gets downloaded locally. The file contains the authentication keys for the selected users. 
    6. Copy the respective authentication key on each user device and double-click the key to activate the user account.

 

Contact Druva Support if the issue persists.