Unable to log on to the ePolicy Orchestrator console (You have provided invalid credentials)

Technical Articles ID: KB51640
Last Modified: 2023-07-25 09:41:53 Etc/GMT

Environment

ePolicy Orchestrator (ePO) 5.x

Problem

You're unable to log on to the ePO console.

The needed ePO and SQL services have started correctly without any error.

The following error displays when you try to log on to the ePO console, locally or remotely:

You have provided invalid credentials

Cause

The following factors can lead to the logon failing:

Password is case-sensitive
Password has been forgotten

Solution 1

Verify that the following issues aren't causing the problem:
- Case-sensitive username or password - The problem might be that the username or password contains the correct characters in the wrong case. Retry the username and password, but change the case of the most likely characters.
  
  For example: A common mistake is to use an uppercase "A" in Admin or Administrator. Try using admin or administrator with the password.
- CAPS LOCK - Make sure that the CAPS LOCK key on the keyboard isn't selected.
Log on again with another username and password.

Solution 2

Contact Support if you're still unable to log on to the ePO console. They can help you reset the default ePO administrator account. Access can be made to the console without reinstalling.

For more information, see KB60112 - How to reset a password in ePolicy Orchestrator 5.x.

NOTE: We recommend that you implement account and password management policies, such as the following:

Maintaining a backup administrator account
Creating individual accounts for each administrator
Adhering to corporate requirements for accounts and passwords

IMPORTANT: Support needs the files below:

Enable log level 8 before you collect the files listed below.
For details, see KB56207 - Data Collection - How to enable Log Level 8 for ePolicy Orchestrator troubleshooting.
ePO Minimum Escalation Requirements (MER) files.
For details, see KB59385 - How to use MER tools with supported Trellix products.
Supply a backup copy of the ePO Database (Packed in WinZip or RAR format).

To contact Technical Support, go to the Create a Service Request page and log on to the ServicePortal.

If you are a registered user, type your User ID and Password, and then click Log In.
If you are not a registered user, click Register and complete the fields to have your password and instructions emailed to you.

Affected Products

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Knowledge Center

Unable to log on to the ePolicy Orchestrator console (You have provided invalid credentials)

Environment

Problem

Cause

Solution 1

Solution 2

Affected Products

Languages:

Title

Title

Knowledge Center

Unable to log on to the ePolicy Orchestrator console (You have provided invalid credentials)

Environment

Problem

Cause

Solution 1

Solution 2

Affected Products

Languages:

Choose your region

Title

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