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 the AWDB is configured correctly:
Check the realm.log for the following line: "ERROR com.cisco.ccbu.finesse.realms.ccerealm.CCERealmConfig - Cannot connect to any AWDB! Ensure that at least one AWDB is configured properly and running!" This line indicates that Finesse cannot connect to the AWDB.
Check that the values entered in the Contact Center Enterprise Administration & Data Server Settings gadget are correct.
Verify that the username entered is a Windows domain user.
Verify that the username is not prepended with the domain (for example: domain\username).
Check that the AWDB is set up correctly and is running:
The AWDB SQL server must use Windows authentication.
Verify that the AWDB machine is up and that the Distributor service is running.
Verify that the port configured in the Contact Center Enterprise Administration & Data Server gadget is open to the Finesse server.
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.
