Desktop: Agent sign in fails after installation

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Desktop: Agent sign in fails after installation

Problem Summary 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.

Check the Install Log. Here the installer selected 'No' to DNS which means Domain is *NOT* configured. 04/12/2012 15:39:02 InstallWizard|dnsConfigEnabled: dns='mandatory'.|<LVL::Debug> 04/12/2012 15:39:02 InstallWizard|Arguments: "DNS Client Configuration" "Do you want to enable Domain Name System (DNS) Client on this machine?" "Yes" "No" "Back" "Help"|<LVL::Debug> 04/12/2012 15:39:02 InstallWizard|Button label size information 66, 4, 16|<LVL::Debug> 04/12/2012 15:39:12 InstallWizard|USER_ACTION_BTN_PUSH: Screen = DNS Client Configuration, button pushed = No|<LVL::Info>

  • 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.
Release Release 8.5(3)
Associated CDETS # None.


Rating: 3.0/5 (1 vote cast)

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