After a fresh installation of Finesse, agents cannot sign in to the desktop.
Error Message
Invalid username or password. Please try again.
Possible Cause
Common issues include
Username or password is incorrect.
The Domain was not configured during installation.
The agent is not properly configured in Unified CCE.
The AWDB is not configured correctly.
Cisco Tomcat was not restarted after configuration.
The agent's device is not configured correctly in Unified CM.
Recommended Action
Verify that the username and password is correct.
Verify that a valid domain was configured during installation and that forward and reverse DNS are set up correctly. To check if DNS was configured during installation, check the install.log for the following:
InstallWizard|USER_ACTION_BTN_PUSH: Screen = DNS Client Configuration, button pushed = No|<LVL::Info
The preceding message indicates that DNS was not configured during the installation. If this is the case, reinstall Finesse and configure the DNS with a valid domain. For information about collecting Finesse logs, see the section "Commands Supported for Cisco Finesse" in the User Guide for the Cisco Finesse Administration and Serviceability Consoles.
Verify that the agent has been configured in Unified CCE.
Verify that AWDB is configured with a Windows Domain user and the SQL server is configured for Windows authentication.
Restart Cisco Tomcat on the primary and secondary Finesse servers.
Verify that the agent's device is properly configured in Unified CM and is active.
