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An error occurred attempting to authenticate with LDAP Connection and getting a connection refused in the Web Help Desk

This article will provide you an instruction on how to correct the error when a client is accessing their account on the WHD portal, but getting an error "An error occurred attempting to authenticate with LDAP Connection and getting a connection refused in the Web Help Desk".

First published date

10/10/2019 3:34 PM

Last published date

5/4/2020 10:31 AM

Overview

Complete error message that the client is getting when accessing their account in the Web Help Desk.

"An error occurred attempting to authenticate Joe Admin (joe.admin@test.com) with LDAP Connection '192.xxx.x.xx: OU=xxx,DC=xxxx,DC=xxx': Connection refused: connect".

Please check the LDAP configurations settings that was set in the Web Help Desk. There is a mismatch in the credentials and that is why the client is getting this error.

Product section

Web Help Desk

Cause

This error occurs if the LDAP configuration is not correct. There is a tendency that the LDAP configuration was changed such as the password, hostname or IP address, but this change did not apply or update in the Web Help Desk LDAP configuration settings.

Resolution

If there is a local Administrator account that can still login to Web Help Desk:

1. Access the Web Help Desk Portal.
2. Click the Setup tab.
3. Go to Clients then click on AD / LDAP Connections.
4. Click on Edit and update the LDAP configuration to its correct settings and credentials.
5. Save the changes then click on Test Settings to confirm if the configuration is correct.

If there are no local Web Help Desk Administrator, follow the steps from this article Unlock and reset a WHD Tech account to set one of the administrators to a local Web Help Desk account temporarily until the LDAP configuration is corrected.

Once the LDAP configuration is corrected, enable the LDAP authentication for the administrator account used.

1. Go to Setup > Techs > My Account
2. Set the password to the one preferred by the administrator
3. Save the changes

** If this is Web Help Desk version 12.5.1 or lower:
1. Go to Setup > Techs > My Account
2. Enable the 'Use LDAP Authentication' box
3. Save the changes

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