000033809 - Troubleshooting "unsuccessful logon" failure for the SecurID Access Portal

Document created by RSA Customer Support Employee on Aug 26, 2016Last modified by RSA Customer Support Employee on Apr 22, 2017
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Article Number000033809
Applies ToRSA Product Set:  SecurID Access
IssueThe user attempts to login to the application portal with valid username/password but logon is unsuccessful.

User-added image
CauseFor this article, the cause is due to the user entering incorrect logon credentials.
ResolutionTo investigate an unsuccessful logon an administrator can view the /var/log/symplified/symplified-audit.log which can be obtained as described in the article on how to generate and download an Identity Router log bundle.
 
An invalid user credential will generate an error message similar to what is shown here:

----------START_USER_LOGIN----------
EVENTID=USER_LOGIN
DATETIME=Tue Aug 16 22:12:56 UTC 2016
MESSAGE=Unable to authenticate with the credentials you provided.  Please try again.
RESULT=NOT_AUTHENTICATED
REMOTE_IP=192.168.20.100
USERNAME=jpicard
NOT_AUTHNED_REASON=Unable to authenticate with the credentials you provided.  Please try again.
AUTHN_TYPE=UserStore
USERID=jpicard
----------END_USER_LOGIN----------

 

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