InstaSafe | Windows ISA App Connection Error: Username/Password is Incorrect. Do you want to retry.

Windows ISA App Connection Error "Username/Password is Incorrect. Do you want to retry."

This Article highlights the steps to be taken in case the ISA App on Windows is unable to connect and the error message is "Username/Password is Incorrect. Do you want to retry."

Issue

The ISA App on Windows fails to connect as expected and the following error message is noticed:



The above error message indicates that the authentication request has been rejected.

Solution

Open the ISA Portal in a web browser (preferably Internet Explorer) and check if you're able to login with the same credentials.

If you're unable to login, make a note of the error message received and refer the appropriate KB Article here for further guidance: https://support.instasafe.com/portal/en/kb/isa/troubleshooting/isa-portal-login-issues

In case the login works fine in the ISA Portal, please reach out to your organization's IT Team for assistance. 
Please note that the ISA App installed on a Windows device would only permit that user to login whose profile has been configured on the system. The InstaSafe Profile configured on the system could be checked in the InstaSafe Configuration File:

Windows 64-bit
C:\Program Files (x86)\InstaSafe\config\

Windows 32-bit
C:\Program Files\InstaSafe\config\

The first line in this file indicates the Username of the configured user:
# Config file for <username>

While logging in, please ensure that the above username is keyed in, along with the corresponding password. In case you wish to connect the ISA App with an alternate set of credentials, please reconfigure the ISA App by following the instructions in this KB Article.


In case the issue persists after following the above mentioned steps, please contact your organization's IT Team.

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