Login Failed

Hi,

This is hard to say based on the information you have provided.  Is this while logging into the Mobile Edge Client or what (screenshot would have helped).

I do recall there were issues with some windows updates that inserted a mime configuration that caused this message but it certainly may not be the only way this can come across.  Take a look at this Community topic and at least make sure this is not an issue.

Astea Fix for "mimeMap" error after Windows Update KB5022838 | IFS Community

Also check the Event Viewer log files on the application server where the error is getting thrown (sometimes there will be additional details in the log entries right before the error that will help to pinpoint the problem).

Hey,

Only one user is experiencing this problem; not all users are. This kind of problem occurs when we log in using Android and iOS. We can successfully log in to the website if we use a laptop. Please, if you could, assist us.

I'm grateful.

If you look in the Event Viewer log files on the server, do you see the Login Failed error captured there?  Are there any additional details shown there?  (usually the records right before the error in the logs will give some sort of indication as to what the issue is).  If you don’t see anything in the logs then try doing a Password Reinitialization in the Alliance application for this user.  Then have them uninstall/reinstall the native app on their mobile device and log in using the new credentials (maybe the old values are cached on the mobile device incorrectly or something along those lines).  If that still doesn’t work then have the tech log in using someone else’s credentials temporarily...can they get logged in on the same device using the other user account?  If that works, try removing the Astea Mobile portal for this technician in the Employees Security module and hit SAVE.  Then add the Astea Mobile portal back again and hit SAVE.  Then do a reinitialize and log back in as this user on mobile and see if that works.

Also, please be sure to use the exact capitalization for both User account and Password.

If I recall, you get a Network error followed by information the user/password does not exist.

So if Username = Phil than typing in phil will fail.

Reid’s suggestion to review the event log for details is good as there really is still not enough information to advise what the issue is exactly.