Desktop: Agent cannot sign in after password change

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Desktop: Agent cannot sign in after password change

Problem Summary The administrator changes the password for an agent on the AWDB. The agent tries to sign in with the new password but receives an error. Sign-in fails.
Error Message Invalid ID or password. Please try again.
Possible Cause The password change was made on the AWDB host while Finesse could not reach the host or while the Distributor service was not running on that AWDB. Therefore, the password change was not synchronized across the primary and backup AWDB. Finesse cannot connect to the AWDB host.
Recommended Action
  1. Make sure that Finesse can connect to both the primary and backup AWDB.
  2. Make sure that the Distributor service is running on both the primary and backup AWDB.
  3. Have the agent attempt to sign in again.
Release Release 9.1(1) ES1 or later, Release 10.5(1), Release 11.0(1)  
Associated CDETS # CSCud38996


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