ISA Portal Login Error "Can't contact LDAP server"

This Article highlights the steps to be taken in case users are unable to login to the ISA Portal and error message is "Can't contact LDAP server"

Issue

On attempting to login to the InstaSafe Secure Access (ISA) Portal, an error message is received: "Can't contact LDAP server".

This error message is seen when the Corporate AD/LDAP Server configured in the ISA Management Console is unreachable or unable to serve authentication requests. Due to this, AD/LDAP synced users wouldn't be able to login to the ISA Portal or connect their ISA Apps.

For Users

Contact your organization's IT Team for assistance

For Admins

Here are some of the quick checks that could be carried out:

- Login to the ISA Management Console and ensure that the ISA Gateway (through which the AD/LDAP server is securely accessed) is Online under the Live Gateways Report

- Check whether the AD/LDAP servers configured for the Authentication Profile in the ISA Console are reachable from the ISA Gateway Server (typically default LDAP authentication port TCP 389 is used)

- Depending on the type of deployment, ensure the NAT rules on the ISA Gateway or the static routes for ISA on the network router (default gateway) are correctly configured and in place

- Check whether the sync component 'InstaSafe Helper' is Online under Live Users Report

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

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