000032597 - Getting an error in RSA Adaptive Authentication (OnPrem) after changing a user 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 Number000032597
Applies ToRSA Product Set: Adaptive Authentication (OnPrem)
RSA Product/Service Type: Adaptive Authentication (OnPrem)
RSA Version/Condition: 7.1
IssueAn administrator changed an editor user's password in the Access Mangement application. When the editor user then tries to logon to the Case Management application, it forces the user to reset the password. The user enters the old password and the new password then clicks Change Password.  The Case Management application displays the following error:
Could not authenticate user 'null'. Please ensure that the credentials you provided are correct.

casemanagement application throws an error
CauseBy default, the editor user can only access the Back Office application. After a password has been successfully changed during Case Management logon, it throws an error because the editor user is not authorized to access the Case Management application
ResolutionA separate role must be assigned to editor user in the Access Management application by a user with an admin role.