Troubleshooting "unsuccessful logon" failure for the SecurID Access Portal

3 years ago

Originally Published: 2016-08-17

Article Number

000043850

Applies To

RSA Product Set: SecurID Access

Issue

The user attempts to login to the application portal with valid username/password but logon is unsuccessful.

Cause

For this article, the cause is due to the user entering incorrect logon credentials.

Resolution

To investigate an unsuccessful logon an administrator can view the /var/log/symplified/symplified-audit.log which can be obtained as described in the article on how to generate and download an Identity Router log bundle.

An invalid user credential will generate an error message similar to what is shown here:

----------START_USER_LOGIN----------
EVENTID=USER_LOGIN
DATETIME=Tue Aug 16 22:12:56 UTC 2016
MESSAGE=Unable to authenticate with the credentials you provided. Please try again.
RESULT=NOT_AUTHENTICATED
REMOTE_IP=192.168.20.100
USERNAME=jpicard
NOT_AUTHNED_REASON=Unable to authenticate with the credentials you provided. Please try again.
AUTHN_TYPE=UserStore
USERID=jpicard
----------END_USER_LOGIN----------

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