Network Management

Orion Web Console resources fail: The credentials supplied to the package were not recognized.

This article tackles the issue of how to address Web Console resources fails

First published date

10/23/2018 1:08 PM

Last published date

7/30/2021 7:16 AM

Overview

You may see below error in Orion web log after you press login after entering credentials to login to Orion web Console.

Message: The credentials supplied to the package were not recognized
ErrorSite: SolarWinds.Orion.Core.Common.CachedFeatureSet.WaitForRefresh
ErrorType: System.ComponentModel.Win32Exception
Stack: 
Server stack trace: 
at System.Net.SSPIWrapper.AcquireCredentialsHandle(SSPIInterface SecModule, String package, CredentialUse intent, SecureCredential scc)

Product section

Orion Platform

Cause

The issue caused by the either corrupt SolarWinds-Orion certificate and its private key or lack of permissions for the Orion App pool user to read the Solarwinds-Orion Certificate.

Resolution

Verify the Orion App Pool User has permission to read SolarWinds-Orion Certificate.
To check this, from Main Poller open the Certificates Snap-in MMC

1. Click Start > Run and enter mmc.
2. Go to File > Add/Remove Snap-in.
3. Select Certificates in the left pane, and then click Add.
4. Select Computer Account (for Local Machine).
5. Click Next, and then Finish.
6. Expand Personal Store > Certificate > Double-click the Solarwinds-Orion certificate in the middle pane.
7. On the General tab that comes up, you should see a little key icon at the bottom.

If the text You have a private key that corresponds to this certificate is missing, it means that the private key was not saved. If the private key is present, click OK to close the dialog box.

8. Right-click on SolarWinds-Orion certificate in the Middle pane.
9. Go to Task > Manage Private Keys in the pop-up box. Make sure the SolarWinds Orion App Pool User Has Read permissions on the certificate. By default, App Pool User is "Network Service Account" for customers running SolarWinds Platform 2020.2.6 and "SolarWinds Orion Application Pool" on windows.

10. Restart App Pool and login back to Orion web console to verify problem resolved.

If the above steps do not work, see How to Recreate the Solarwinds-Orion certificate .

Disclaimer: Please note, any content posted herein is provided as a suggestion or recommendation to you for your internal use. This is not part of the SolarWinds software or documentation that you purchased from SolarWinds, and the information set forth herein may come from third parties. Your organization should internally review and assess to what extent, if any, such custom scripts or recommendations will be incorporated into your environment. You elect to use third-party content at your own risk, and you will be solely responsible for the incorporation of the same if any.