Why can’t a user log in?

Most often it is due to incorrect or expired credentials, a user connected via LDAP who has not yet been imported into Rillsoft Integration Server, or the user has been deleted. First check under Administration > Users whether the user is still listed there.

The credentials (username/password) are incorrect or expired

Symptom

A user enters their credentials, but the login to Rillsoft Integration Server fails.

Possible causes

  1. The credentials (username/password) are incorrect or expired.

  2. The user logs in via LDAP/Active Directory but has not yet been imported as a user in RIS. LDAP integration is available exclusively on the on-premises server, see Expert Knowledge.

  3. The user has been deleted in RIS.

Check steps

  1. Go to Administration > Users and check whether the user appears in the active user list, see Manage users and permissions.

  2. If the user is supposed to log in via Active Directory: under Add ons > LDAP, check whether the user has already been imported from the AD list via the Person-Plus button, see Expert Knowledge.

Action

  • Credentials incorrect/expired: A new, temporary password can be sent to the user via an e-mail template, see E-mail templates list.

  • LDAP user not yet imported: Import the user from the AD list via the Person-Plus button — afterwards they can log in with their usual password.

  • User deleted: Rillsoft Integration Server provides the access right Restore deleted user, see User roles. Alternatively, create the user again, see Create your first user and assign a role.

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