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Some clients cannot log in to Web Help Desk

Clients are unable to log in to Web Help Desk using LDAP credentials

First published date

1/3/2020 9:23 PM

Last published date

4/22/2026 6:05 PM

Overview

Some or all clients are unable to log in to Web Help Desk using LDAP credentials. The following error messages may occur:

1. Incorrect username & password
2. Too many attempts
3. Wrong password

Product section

Web Help Desk

Cause

Email address does not exist and email is set as the login attribute

Resolution

Steps:

1. Make sure that the LDAP is pointing to the correct OU.
2. Point the LDAP sync to a different domain controller.

Another option:

  1. Log in to WHD using an admin account.
  2. Navigate to Setup > Clients > Options > Client Options > Client Login Attribute.
  3. Once verified, make sure the email and username is populated in the Client LDAP account.
  • If the login attribute is email, make sure the email is correct or does exist in the client account.
  • If the login attribute is username, make sure it is correct or it is not the same as its tech's username.