000023464 - Error: Unable to find user jsmith with matching password

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000023464
Applies ToRSA Steel Belted Radius

Error: "Unable to find user (username) with matching password"

Error: "Unable to find user"
Error: "with matching password"
CauseThis is an error seen normally seen in Funk Software's Steel-Belted Radius.   The RSA RADIUS Server, Powered by Steel-Belted Radius, has a limited feature set of the full Steel-Belted Radius Server product. This error message is a generic error message from the RSA RADIUS Server, that means it received an ACCESS-DENIED message from the RSA Authentication Manager Server, regardless of the reason for the denial, and may have nothing to do with finding a username or password. The RSA Authentication Manager Server's Activity logs should be examined to see the reason for ACCESS-DENIED.
The agent host entry for the RADIUS client is missing or misconfigured.  See Authentication Manager Activity log to see there is an "Agent Host Not Found" message corresponding to the failed authentication.
The user (username) does not exist in the RSA database or is incorrect
ResolutionVerify that Radius Server's agent host entry in the Authentication Manager database is configured correctly.
Verify that the end user has a correctly configured user entry in the Authentication Manager database.
Verify that the sending device has the same shared secret specified for primary and replica, sometimes the customer will set the sending device (RADIUS client) up with a different shared secret for primary and replica.  However, on the manage RADIUS console we are only able to configure one shared secret per RADIUS client.  Although the results of this are the same "Unable to find user (username) with matching password" the customer is probably able to authenticate to one server but not the other due to the mismatched secret.
Legacy Article IDa34020