InstaSafe | ISA Portal Login Error: Invalid Credentials

ISA Portal Login Error "Invalid Credentials"

This Article highlights the steps to be taken in case users are unable to login to the ISA Portal and error message is "Invalid Credentials"

Issue

On attempting to login to the InstaSafe Secure Access (ISA) Portal, an error message is received: "Invalid Credentials".



This error message is seen when either the Username or Password provided is incorrect.

For Users

Reconfirm the credentials being used to login. Password expiry is the most common and likely reason for this error. Username is case sensitive and must be entered accordingly. This could be checked in the Welcome Email that you would have received at the time of creation of your User Profile.

If your User Profile associated with ISA is AD/LDAP synced (Domain credentials are used to login to ISA Portal and ISA App) please contact your organization's IT Team for assistance.

If your User Profile is locally provisioned, you could attempt to reset your password using the Forgot Password option.
In case you are unsure whether your User Profile is Local or AD/LDAP synced, or are unable to login despite trying the above suggestions, please reach out to your IT Team to have this checked.

For Admins

For Local Users, the error "Invalid credentials" indicates that the either the Username or Password provided is incorrect. Follow these steps to address the issue:

      - Check if the User is provisioned in the the ISA Management Console
      - Username is case sensitive, please ensure that the end-user is entering this correctly
      - Locate the User's profile in the Console, and reset the password
For AD/LDAP synced users, the error "Invalid credentials" indicates that the Domain Controller has rejected the user's authentication request. Please follow the steps mentioned below:

- Check if the User is provisioned in the the ISA Management Console
- Username is case sensitive, please ensure that the end-user is entering this correctly
- Username entered in ISA must not contain the domain name. Example: for user alice@contoso.com, the ISA Username would simply be alice
- Login to the Active Directory server (configured in the ISA Console under Authentication Profiles) and check the following in the Active Directory Users And Computers tool:
      - The User Account must not be locked
      - The User Account should not have expired
      - The User Account option "User must change password on next logon" must not be selected
      - The User Account must not be disabled

For multi-domain forests, ensure that the above checks for the User Account are done in the domain that has been integrated in the ISA Console. This could be verified by checking the UPN suffix in the User Account properties for the user in question.

In exceptional scenarios, especially where users are imported into Active Directory via an HRMS Portal, there might be a conflict of usernames: multiple user profiles might have been assigned the same Username.

If the issue persists after trying the above suggestions, please reset the user's password because it is likely that the password has either expired or the user is making use of an incorrect password.

If you are an Admin of the organization's ISA Account and need assistance, contact  InstaSafe Support


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