Setup cannot connect to the ePO server with the credentials you provided

Technical Articles ID: KB87899
Last Modified: 2023-07-21 04:58:52 Etc/GMT

Environment

ePolicy Orchestrator (ePO) 5.x

Problem 1

An ePO upgrade fails with the following error:

Setup cannot connect to the ePO server with the credentials you provided.

Enter a valid user name and password to continue.

The EPO530-Install-CustomAction.log file records the following:

Return code: 1
EPO530CALog: Service MCAFEETOMCATSRV530 is running
EPO530CALog: End executeExternalCommand()
EPO530CALog: VerifyEPOInfo.err: Oct 04, 2016 10:00:39 AM org.apache.commons.httpclient.auth.AuthChallengeProcessor selectAuthScheme
EPO530CALog: VerifyEPOInfo.err: INFO: Basic authentication scheme selected
EPO530CALog: VerifyEPOInfo.err: Oct 04, 2016 10:00:39 AM org.apache.commons.httpclient.HttpMethodDirector processWWWAuthChallenge
EPO530CALog: VerifyEPOInfo.err: INFO: Failure authenticating with BASIC 'Orion remote command realm'@EPOSERVERNAME:8443
EPO530CALog: VerifyEPOInfo.err: Error encountered while running command:core.help
EPO530CALog: VerifyEPOInfo.err:
EPO530CALog: VerifyEPOInfo.err: java.io.IOException: POST Command got unexpected HTTP Status:401
EPO530CALog: End runRemoteClentCommand(VerifyEPOInfo,...) returnCode=1
EPO530CALog: User information does not verify correctly.
EPO530CALog: End Prod_UI_ValidateAdminAccountInfo[0].
EPO530CALog: Start Prod_OnFinishButton
EPO530CALog: Copying log files from C:\Users\USER\AppData\Local\Temp\McAfeeLogs to C:\ProgramData\McAfee\ePolicy Orchestrator\InstallLogs
EPO530CALog: End Prod_OnFinishButton

Problem 2

The ePO console, when opened remotely from another system, displays the following error:

No valid certificate is detected. User is required to have a certificate to log on.

You're unable to enter a username or password.

The Orion log records the following error:

ERROR [http-nio-8443-exec-11] server.OrionLoginModule - Failed to login with user name and password because only certificate authentication is allowed for user: admin

Cause

The ePO administrator isn't using certificate validation on ePO, but the option is enabled in the product.

Solution

If you don't need certificate-based authentication, disable this feature:

Open the ePO console on the main server, not on a remote console.
Click Server Settings and select Certificate Based Authentication.
Deselect the following:
- All remote users must use a certificate to sign on
- Certificate user name default to be the subject DN
Restart the ePO services.
Run the ePO upgrade again.

Affected Products

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Knowledge Center

Setup cannot connect to the ePO server with the credentials you provided

Environment

Problem 1

Problem 2

Cause

Solution

Affected Products

Languages:

Title

Title

Knowledge Center

Setup cannot connect to the ePO server with the credentials you provided

Environment

Problem 1

Problem 2

Cause

Solution

Affected Products

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Title

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