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DRE SSO login is returning Invalid Credentials

How to reset your SSO password if you receive "Invalid Credentials" after attempting to log in.

First published date

4/10/2019 3:03 PM

Last published date

4/10/2019 3:03 PM

Overview

What to do if you receive the error "Invalid Credentials" after you have clicked the SSO invite link and entered your credentials.

Product section

Dameware Remote Everywhere

Cause

This is happening because an SSO login already exists for that username and the password being typed does not correspond to that SSO login (Must've been created with another SolarWinds product subscription or Trial).

Resolution

The password being requested at this point is the SSO login password and not the DRE password.

  • An SSO Password reset is needed should the client not remember it:
    1. While on the SSO login page, click the Forgot Password? link.
    2. Type your username and click the RESET YOUR PASSWORD button.
    3. Go to your username mailbox and open the email sent from  noreply@navigatorlogin.com.
    4. Click the RESET YOUR PASSWORD button.
    5. Fill the form with your username and define a new password on the freshly opened tab.
    6. Then click the RESET MY PASSWORD button and a message saying "Your new password has been set" will appear.
    7. Click the RETURN TO LOGIN button.
    8. Validate your SSO with your username and the new SSO password.
    9. You can now properly login.